Quality Manager

Company Transaction Capital Recoveries
Reference # QMCT001
Published 25/06/2019
Contract Type Permanent
Salary Market Related
Location Bellville, Western Cape, South Africa
To manage, monitor and improve all aspects pertaining to collections across the organisation. To 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.
Job Functions Auditing,Call Centre,Operations,Quality Control
Industries Financial Services
Quality Management
Analysing Call Centre Agents performance to ascertain areas for improvements
Coaching and providing feedback to Call Centre Agents on their individual performance
Identifying gaps between the set input and output standards
Analysing the reasons for not meeting set input and output standards and provide solutions
Implementing corrective action to achieve required quality standards
Implementing action plans to achieve required input and output standards:
o Collections
o PTP Captured / Kept
o D/O Captured
o % Talk time
Initiating and driving training initiatives for agents
Documenting findings from the quality call evaluations for Call Centre Agents onto the quality development plan with specific focus on quality development
Drawing up an action plan utilising the quality templates available on the shared drive
Obtaining sign off for the development plan by the Call Centre Agents as well as their respective Supervisor or Manager
Providing feedback and/or findings to the relevant Supervisor or Manager after each coaching session

Interpreting and analysing quantitative data for operational reports
Compiling MIS reports for Mandate Managers
Analysing report findings relating to performance and strategy implementation in a clear and concise manner to various stakeholders
Providing innovative recommendations to mitigate risks
Compiling, interpreting and communicating ad hoc reports/statistics
Managing the productivity reports within agreed timelines and ensure that reports contain the following information:
o Date
o Quality Coach name
o Number of one-on-one coaching sessions
o Number of actual staff coached
o Work station checklist
o Cheetah checklist
o Comments etc.

Performance Management
Developing skills and knowledge of Quality coaches through assessing and communicating performance
Identifying skills gaps and providing coaching and training in order to improve performance
Conducting real-time monitoring, identifying problem areas and planning action to improve performance

People Management
Encouraging regular attendance by quality coaches through coaching and enforcing appropriate businessethics
Educating quality coaches on the rules of work and appropriate business behaviour
Providing appropriate encouragement and support to assist quality coaches in achieving personal performance goals
Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution etc.
Developing strong team co-operation and clear direction
Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution etc.
Developing strong team co-operation and clear direction
Ensuring capacity planning is done on number of quality coaches
Reviewing and managing leave reports, identify and rectify exceptions
Ensuring leave is updated and boxes cleared for team under management
Responsible for the reinstatement and termination of employees
Identifying vacancies and follow correct procedures in ensuring vacancy is filled
Minimum Qualification:
Grade 12
Proficient in MS Office
Relevant Degree/Diploma in related field

Minimum Experience:
3 - 5 years experience in a Collections Call Centre environment
2 - 3 years’ experience in a Supervisory role

**Kindly note If you do not hear from us within two weeks after the closing date, consider your application unsuccessful**
Job Closing Date 16/07/2019
Share on
Last Updated: 5 days ago []
Webserver: SkillsMap (NLBA)