ROLES & DUTIES
Support the QA lead in the onboarding of new staff
Support the QA lead in preparing training materials
Stand in for QA lead in their absence
Owning the QA process to support the delivery of good customer experience and uphold Apex brand values at Apex collectioncalls
Monitor live calls using the dialer system to ensure collection best practices are upheld
Formulate/seek updates on the standard QA formto meet changing negotiation needs and collection related updates Offer coaching to team members with poor negotiation skills/poor call handling practices
Performs mock calls with new hires post-training to determine readiness for moving into collection
Regularly give feedback to Management about the general call handling performance in the call center, including the team strengths and areas of opportunities
Come up with negotiation training materials. This also requires regular updates and taking the team through the same after roll out
Provide structured and timely recommendations; verbal and/or written feedback to TLs, Operations Manager and the recovery agents
Come up with weekly and monthly QA reports for the teams
Use Call Center tools (QA form, Tracker e.t.c) to gather data and analyze trends or patterns affecting quality
Investigate and validate customer complaints relating to collection calls Liaise with partners CS QA if necessary, to ensure speedy investigations
Supporting the team on strategies to boost the daily collections
Audit the implementation of feedback given to agents to ensure total compliance
Any other duties assigned on a need basis
REQUIREMENTS
Minimum 1 year call centre experience
Excellent verbal, written, communication and interpersonal skills
Outstanding customer service skills
Exceptional listening and analytical skills
Attention to detail with the ability to detect inconsistencies
Must be able to effectively deal with people at all levels within and outside the company
Ability to work under pressure
Ability to prioritize work and good time management skills
Diploma from any recognized college
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