Quality Control Agent
4 weeks ago
Description:
Quality control agents are responsible for monitoring calls based on their designated campaign, with occasional monitoring of calls from other campaigns. The main goal is to identify non-compliance, potential risks, training gaps, and coaching needs, and communicate these aspects to team leaders and managers while offering support and guidance.
This role involves call monitoring for the assigned subsidiary and occasional monitoring of other subsidiaries.
Duties include:
Call monitoring
Process monitoring
Compilation of escalations
Reporting trends observed on calls to management
Assisting with investigations into received complaints
Competencies:
Minimum of 2 years' experience as a Debt Counsellor
Active listening skills
Strong work ethic
Ability to coach and provide constructive feedback
Capable of working independently or in a team
Adaptive to change
Proficient in computer usage and basic Excel skills
Qualifications:
Matric NQF 4
Debt Counselling course completion essential
Preferably a registered Debt Counsellor
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