Square Peg Recruitment: We are currently hiring Quality Assurance Consultants for our clients. Your call centre QA experience and / or exposure to the collections environment is sought after. QA Expertise: Ensure that the highest standards and latest Quality thinking is incorporated into the processes of the department. Ensure that the required number of audits are performed on a weekly / monthly basis Ensure that the QA check lists are complete and sent to the relevant manager and supervisor on time and in appropriate format Identify discrepancies and non-adherence to QA standards, company policies and procedures and all regulations in relation to the contact type. Attend management meetings and report on quality assessments on a regular basis. Resolve escalations from Customers and coordinate and resolve escalations to 3rd parties within the agreed SLA Performance Management: Complete assessments and QA reports. Ensure performance is kept to a really high standard at all times by planning and resourcing effectively Liaising with Key people to ensure alignment, consistency and calibration within the business Continuously revise targets, priorities & standards and implement changes where needed Operate within the set policies and adopt a “role model” stance at all times Increase Employee Motivation & Job Satisfaction Keep up-to-date with developments in the Call Centre Industry so that the leading edge approach is maintained Comply with all Policies & Procedures to facilitate internal cooperation by “Leading by Example” Continuous Improvement: One of the key characteristics of this role is to be a champion of continuous improvement suggestion and ideas. Provide regular coaching notes and feedback to Team Managers Coach QA agents on improvement areas and support the development of a world class call centre. Skills and competencies required: Knowledge and application of QA standards policies and procedures Knowledge and application of Sales force, Blue Line, New Business, Diallers Knowledge of Excel and other MS Office Skills Good listening skills Fluent English Matric is essential Minimum of 1 - 3 years collections quality / call centre experience A good credit profile and a clear criminal record is essential. Please apply as show to the right of your screen "Poster contact information" or call 0219149391/2/3 Kindly note that only shortlisted applications who meet the requirements will be contacted within 2 weeks of applying.
Posted on: Fri, 23 Aug 2013 09:36:35 +0000
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