QA OFFICER

at  Cartrack

POSITION SUMMARY

Industry: Call Centre Industry
Job category: Sales Assistant
Location: Johannesburg
Contract: Permanent
EE position: No

INTRODUCTION

We’re a world-leading smart mobility tech company with over 1,200,000 subscribers across 23 countries, and we’re looking for seasoned QA Agents to join our team in our head office in Rosebank!

JOB DESCRIPTION

An exciting opportunity exist for seasoned QA Agents to join our team. Key responsibilities include assessing call quality and behaviour for Call Centre Agents in the Debt collection department by listening to live and recorded calls. You will also conduct necessary coaching with the aim to improve agents’ performance, compliance and legislative requirements. This is a role where your 2 years’ experience as a Quality Assurance Agent in debt collection will be valued.

MINIMUM REQUIREMENTS

• Matric (Completed)
• Hands-on experience working in call center quality assurance or related roles.
• Coaching Experience within contact Centre
• Data Analytics/ Reporting experience & exposure
• QA within debt collection space
• Strong administration skills and high attention to detail
• Ability to communicate on all levels
• Proactive, punctual, and reliable
• Well-presented and well spoken
• Works effectively within a variety of situations
• Planning and organisational skills
• Understands the importance of confidentiality
• Ability to provide concise, well written feedback
• Excellent listening skills
• Deadline oriented and ability to work well under pressure

• Create scorecards providing accurate feedback
• Listening to and assessing calls
• Provide accurate feedback
• Report on any trends or patterns that may be occurring
• Filter information regarding non-compliance to Team Leader
• Document and maintain scorecard on all assessments conducted
• Ensure that you meet quantity and quality of calls listened to
• Random call audits when required