Quality Assurance Specialist (QA) and Compliance Officer : Call Center at LGR Incorporated

We are seeking a skilled Call Centre QA and Compliance Officer to join our team! Use your 4-5 years of experience in legal collections or banking, AJS proficiency, and advanced Excel skills to maintain unwavering quality and compliance standards in our vibrant Call Centre environment.

MINIMUM REQUIREMENTS

• Grade 12.
• 4-5 years’ experience in a QA/Compliance role in the collections or banking environment.
• AJS experience is essential.
• Advanced Excel is essential.
• Good understanding of DebiCheck will be beneficial.

EXPERIENCE REQUIRED

• Monitor process implementation.
• Ensure that quality & compliance standards within the call centre are consistently met.
• Responsible for agent communication and training, quality assurance as well as regular briefings with senior management on the progress of the call centre agents training & work done.
• Ensure compliance with the department’s quality systems & processes.
• Evaluate daily feedback, queries, agent productivity and skills analysis on calls.
• Develop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centre.
• Ensure campaign KPIs are met regarding quality standards.
• Upskill call centre staff.
• Provide weekly quality assurance reports to upper management.
• Ensure on-going optimisation across all campaigns within the department.
• Manage teams, coaching and training sessions.

SKILLS REQUIRED

• Ability to work and complete projects without supervision.
• Self-motivated.
• Ability to communicate with discretion and professionalism, understanding when confidentiality is needed.
• Analytical approach to problem solving & solution driven strategy development.
• Critical attention to detail.
• Capable of working on multiple campaigns.
• Strategy implementation with excellent organisational skills.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.
• Must be a critical thinker.