This Quality Assurance Analyst role is central to monitoring and enhancing the performance of our Call Centre Agents, ensuring top-notch customer interactions, especially concerning debt collection processes. You will be responsible for upholding high standards of service and identifying areas for development through comprehensive auditing and coaching.
Key Responsibilities (What you will do)
- Conducting regular call audits and documenting call findings, to include positive performance and areas of improvement.
- Prepare detailed reports of call evaluations including performance metrics, trends, and actionable feedback.
- Provide regular updates to the HOD and Call Centre Supervisor on agent performance, highlighting recurring issues or patterns.
- Provide feedback and coaching to agents based on call evaluations, focusing on improving performance and customer interactions.
- Work with team leads and supervisors to identify training needs and areas for development.
- Assist in the development of training materials and sessions to improve agent skills and knowledge of debt collection processes.
- Creating effective performance assessment by using appropriate metrics.
- Conducting regular group and one-on-one trainings with Call Centre Agents.
- Analyze key performance indicators (KPIs) to identify trends and areas for improvement.
- Establishing standards governing customer interactions and implementing monitoring programs.
Required Qualifications and Skills (What you will need)
- Degree/Diploma in Business/Social Science or any other related course.
- At least two years relevant experience.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Strong understanding of debt collection practices.
- Ability to provide constructive feedback in a clear and professional manner.
- Ability to adapt quickly, work independently, and have attention to detail.
