Collections Call Centre Vacancies at African Bank – 8 Positions - - South Africa

Quality Analyst-Collections Call Centre Job Opportunities Job Description To measure the success of the call centre operation by means of a quality approach that monitors call centre activities in the context of agreed standards and identifies individual and systemic failures plus success. Job Requirements Preferred Minimum Experience 3 years QA experience within a Call Centre environment Critical Competencies Analytical Skills and problem solving Planning and Organising Skills Influencing Skills Computer Literacy (Advanced Excel & Basic Word) Communication Skills (verbal and written) EQ – Inter- and Intrapersonal Skills Listening Skills Attention to detail Negotiation skills Additional Competencies Coaching Skills Knowledge and understanding of: Policies, procedures & mandates (ABIL) Call Centre systems Computer (Advanced Excel, Power point & Word) Behavioural Attributes Integrity Reliable Inquisitive and probing nature Result oriented Pro-active orientation Resilience Special Requirements Fluency in English and at least two South African Indigenous languages or Afrikaans Quality Assessment and Analysis Conduct call assessments: Recorded (for assessment) and live (follow up regarding effect of remedial action) Evaluate compliance to set standard regarding: Script usage Process adherence Problem solving and negotiating skills (Pitch) System and product knowledge Professional behaviour Integrity of data Identify and record trends Perform on the job analysis to identify systemic opportunities to improve efficiencies and client services Link evaluation scores to agents KRA indicators: Matters worked Time on system Wrap up percentage PTP success rate Cash Collection Quality Rating Identify training needs and coaching opportunities Celebrate agent success Knowledge and understanding of: Policies, procedures & mandates (ABIL) Call Centre systems Analytical Skills Planning Skills Organising Skills Communication Skills (verbal and written) Inter- and Intrapersonal Skills Integrity Reliable Inquisitive and probing nature Pro-active orientation Resilience Root Cause analysis (broader business failures – TQM) At Agent Level Data analysis: Extract relevant evaluated data Convert evaluated data to meaningful reports Consolidate findings on evaluated data Identify waste Identify underlying failures: HR: Training, recruitment, climate IT – systems Facilities Business intelligence: Provide evidence on non conformance to quality standards Highlight indicators that points out to performance failures Highlight critical success factors Knowledge and understanding of: Policies, procedures & mandates (ABIL) Call Centre systems Analytical Skills and problem solving Computer Literacy (Advanced Excel & Basic Word) Attention to detail Integrity Inquisitive and probing nature Result oriented Pro-active orientation Resilience CLICK HERE TO CONTINUE TO PAGE 2 AND APPLY ONLINE Apply Now

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Collections Call Centre Vacancies at African Bank – 8 Positions - South Africa

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