Quality Oversight Officer

within the current process against the set quality standards.

• Grade 12/Matric
• Relevant Call Centre Certificate/Diploma (added

• 1-2 years’ experience in a Call Centre environment
• 2-3 years’ experience in a Collections environment

• Good written and verbal communication
• Proficiency in MS Office (Advantageous)
• Must be fluent in English and one additional official

• Proficiency in MS Office and Excel

Key Responsibilities:

• Monitoring and improving all aspects pertaining to collections across the organisation i.e.

• Managing the quality control of Call Centre Agents per month by conducting quality control

• Auditing accounts by listening, evaluating and assessing call against information captured on

• Documenting quality findings and drawing up a quality plan in order to feed back to the Call

• Presenting all training issues to the Call Centre Portfolio Manager and the Quality Assurance

• Preparing and planning for the specific coaching session that is required to take place with the

• Administering quality staff files by preparing files for the Call Centre Agents who will be

• Providing productivity reports to the Quality Manager within agreed timelines and ensure that

• Date
• Quality Coach name
• Number of one-on-one coaching sessions
• Number of actual staff coached
• Work station checklist
• Cheetah checklist
• Collating call audit and coaching documents and submit to Management as and when the

• Assisting with monthly branch evaluations, additional tasks and special projects as and when

• Conducting group facilitation sessions as and when required

• Coaching and development skills
• Conflict management skills
• Facilitation skills