Quality Assurance Analyst At Reeds Africa Consult

ResponsibilitiesSupport the QA lead in the onboarding of new staffSupport the QA lead in preparing training materialsStand in for QA lead in their absenceOwning the QA process to support the delivery of good customer experience and uphold brand valuesMonitor live calls using the dialer system to ensure collection best practices are upheldFormulate/seek updates on the standard QA form to meet changing negotiation needs and collection related updatesOffer coaching to team members with poor negotiation skills/poor call handling practicesPerforms mock calls with new hires post-training to determine readiness for moving into collectionRegularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunitiesCome up with negotiation training materials. This also requires regular updates and taking the team through the same after roll outProvide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agentsCome up with weekly and monthly QA reports for the teamsUse Call Center tools (QA form, Tracker etc.) to gather data and analyze trends or patterns affecting qualityInvestigate and validate customer complaints relating to collection callsLiaise with partners CS QA if necessary, to ensure speedy investigationsSupporting the team on strategies to boost the daily collectionsAudit the implementation of feedback given to agents to ensure total complianceAny other duties assigned on a need basisQualificationsMinimum 1 year call center experienceExcellent verbal, written, communication and interpersonal skillsOutstanding customer service skillsExceptional listening and analytical skillsAttention to detail with the ability to detect inconsistenciesMust be able to effectively deal with people at all levels within and outside the companyAbility to work under pressureAbility to prioritize work and good time management skillsDiploma from any recognized college