Quality Oversight Officer

About this role: A Quality Oversight Officer monitors and improves all aspects pertaining to collections across the organization. They ensure Call Centre Agents are able to provide a professional service to our debtors by continually monitoring and identifying gaps within the current process against the set quality standards. Minimum requirements (Qualification sand Experience) Grade 12/Matric Relevant Call Centre Certificate/Diploma (added advantage) 1-2 years’ experience in a Call Centre environment 2-3 years’ experience in a Collections environment Coaching and facilitation training experience (added advantage) Good written and verbal communication Proficiency in MS Office (Advantageous) Must be fluent in English and one additional official language Proficiency in MS Office and Excel Key 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 control audits. Auditing accounts by listening, evaluating and assessing call against information captured on the Cheetah system as per the quality control sheet. Documenting quality findings and drawing up a quality plan in order to feed back to the Call Centre Agents. Presenting all training issues to the Call Centre Portfolio Manager and the Quality Assurance Manage. Preparing and planning for the specific coaching session that is required to take place with the Call Centre Agent i.e. logistics etc. Administering quality staff files by preparing files for the Call Centre Agents who will be audited and coached. Providing productivity reports to the Quality Manager within agreed timelines and ensure that reports contain the following information: 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 audit is completed and signed of Assisting with monthly branch evaluations, additional tasks and special projects as and when required by Management Conducting group facilitation sessions as and when required Skills: Coaching and development skills Conflict management skills Facilitation skills

Location: Durban, ZA

Posted Date: 6/15/2025