Responsibilities:
Perform Quality Assessments by Monitoring and Evaluation of Customer interactions:
- Monitors staff interactions with customers utilising an agreed template assessing compliance, process, and behaviour indicators as per agreed frequencies in line with the collections and risk management objectives of the Bank.
- Monitors staff interactions on an ad-hoc or project basis to track for the successful implementation and adoption of new, processes and collections strategies.
- Keeps abreast of all products specific process and updates by attending available collections training
- Within the environment ensures the implementation of agreed best practice quality management methodology and practices.
- Supports and drives actions to proactively support the overall collections performance improvements, through rigorous call assessments and insights.
Quality Assurance Reporting
- Provides feedback on trends picked up when sampling of calls evaluated.
- Analyses and provides actionable quality management feedback to the relevant team within the agreed turnaround times to communicate trends, gaps, findings, recommendations, and all other agreed reporting requirements.
- Conducts weekly sessions with the collections Team Leaders and or Managers to discuss and report quality management findings against business performance.
- Liaises with the head of Rehabilitation and recoveries to ensure alignment to business targets and goals.
- Attend team meetings as per the agreed framework.
- Identify continuous improvement and make recommendations
- Identify the need for change in quality standards
Calibration with Relevant Stakeholders
- Conducts regular calibration sessions with the collectors and team leaders to ensure the appropriate understanding of the quality management methodology.
- Participate in weekly team calibration sessions by contributing towards the session and aligning knowledge, understanding and key learnings.
- Set action plans with Team Leaders and or Managers as to what trends should increase or decrease. On-going.
- Monitor, through regular follow ups that corrective measures and actions have been taken
- Build relationships and ensure consistency in quality measures used.
- Frequently attend Team Leader Connect sessions to assist with building relationships and alignment.
Effective Self-Management and Teamwork
- Actively and consistently maintain high standards of professionalism in all aspects of personal presentation and delivery.
- Apply knowledge of the organisational systems, structures, policies and procedures to achieve results.
- Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
- Provide appropriate resolution for tasks or deadlines not met.
- Support and drive the business core values.
- Maintain a positive attitude and respond openly to feedback.
- Show commitment to teamwork and a willingness to go the extra mile to achieve team objectives.
Qualifications
- Bachelor’s degree in business- or Commerce-related field.
- A post graduate business degree will be considered an advantage.
Experience
- 3 to 4 years experience in call centre or general banking. Experience in Collections and Compliance would be an advantage
- Team Leader Experience would be an advantage
