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About this role:A Quality Oversight Officer monitors and improves all aspects pertaining to collections across the organization. They ensureCall Centre Agents are able to provide a professional service to our debtors by continually monitoring and identifying gapswithin the current process against the set quality standards.Minimum requirements (Qualification sand Experience)Grade 12/MatricRelevant Call Centre Certificate/Diploma (addedadvantage)1-2 years’ experience in a Call Centre environment2-3 years’ experience in a Collections environmentCoaching and facilitation training experience (addedadvantage)Good written and verbal communicationProficiency in MS Office (Advantageous)Must be fluent in English and one additional officiallanguageProficiency in MS Office and ExcelKey Responsibilities:Monitoring and improving all aspects pertaining to collections across the organisation i.e.collections processes, systems, training and information.Managing the quality control of Call Centre Agents per month by conducting quality controlaudits.Auditing accounts by listening, evaluating and assessing call against information captured onthe Cheetah system as per the quality control sheet.Documenting quality findings and drawing up a quality plan in order to feed back to the CallCentre Agents.Presenting all training issues to the Call Centre Portfolio Manager and the Quality AssuranceManage.Preparing and planning for the specific coaching session that is required to take place with theCall Centre Agent i.e. logistics etc.Administering quality staff files by preparing files for the Call Centre Agents who will beaudited and coached.Providing productivity reports to the Quality Manager within agreed timelines and ensure thatreports contain the following information:DateQuality Coach nameNumber of one-on-one coaching sessionsNumber of actual staff coachedWork station checklistCheetah checklistCollating call audit and coaching documents and submit to Management as and when theaudit is completed and signed ofAssisting with monthly branch evaluations, additional tasks and special projects as and whenrequired by ManagementConducting group facilitation sessions as and when requiredSkills:Coaching and development skillsConflict management skillsFacilitation skills https://www.jobplacements.com/Jobs/Q/Quality-Oversight-Officer-1188707-Job-Search-05-26-2025-02-00-13-AM.asp?sid=gumtree

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Kensington

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Job DescriptionCall Centre Team Manager (Debt Collection)About this role: To manage and support the Call Centre Agents in achieving required input and output standards culminating in achievement of revenue and client Collection targets. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance outcomes.Minimum requirements (Qualifications and Experience)Grade 12/ MatricA Degree/Diploma in any related field will be an advantage.3 – 5 years of work experience in a Debt Collection EnvironmentKnowledge of the function, process in a Call Centre EnvironmentTrack record of Coaching a TeamGood written and verbal communicationProficiency in MS Office and Excel.Decisiveness and initiation.PersuasiveInfluentialAnalyticalAdapting and responding to change.Goal DrivenKey Responsibilities:Implement a performance and consequence framework to address non-performers within Acceptable time frames.Manage agents who do not meet required performance standards through the internal improvement programme.Identify & develop remediation plans to address undesirable team behavior.Deploy bespoke retention and development plans for key employees.Remain below agreed attrition thresholds.Achieve total collections against set client targets.Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors.Meet and exceed stipulated financial targets as per mandates.Optimize operational productivity outputs as per agreed mandate performance remediation plans.Behavioral actions will be held accountable against the new Agency Leadership pledge.Assist new hires such that they are productive on the floor in the shortest possible time frame.Client Interaction, where required Daily/Weekly/Monthly.Ensure compliance with internal policies and procedures, external regulations, and information security standards.Collect and provide data required for various audits.Effectively manage team workload.Responsible for all Performance Management initiatives for the team Skills.Knowledge and understanding of the following legislation: Protection of Personal Information Act, and Magistrates Court Act.MS OfficeOrganizational Skills.Multi-tasking.Negotiation Skills.Behavioral (Desirable).Deadline driven.Stress Tolerance.Accountable.Team Player.Problem Solving.Achieving personal work goals and objectives.Cope well with pressure and setback.Follow instructions and procedures. https://www.jobplacements.com/Jobs/C/Call-Center-Manager-Debt-Collection-1189833-Job-Search-05-29-2025-02-00-17-AM.asp?sid=gumtree

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Greyville