Risk Advisory - Tips-Offs Anonymous - Zulu, Xhosa & English Speaking Contact Centre Agent at Deloitte

Job Description

Main purpose of Job

Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client SLA, TOA controls and processes and specific project/s you, as the agent, may be allocated to. 

Key Performance Areas:

1.    Strategic Impact

• Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area

• Positive impact on broader team

2.    External/ Internal Client Impact

• Performs a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)

• Produces timeous and accurate work in support of the broader team’s delivery

• Raises issues promptly that may impact broader delivery

• Work is accurate and on time

3.    Operational Effectiveness

•  Maintains close focus on timelines and accuracy ensuring quality of delivery of the role

•  Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and procedures

• Provides wrap-up reports to superior

• Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved

• Quality outputs that meet deadlines

• Accuracy negates risk of output 

• Quality reporting

• Business requirements are achieved

4.    Development/ Growth of Team (Detail applicable to role)

•  Actively works to address identified development areas

•  Visible attention to own development

5.    Budgets/ Profitability

•  Effectively uses time, equipment and resources  

• Accuracy of financial records

6.    Specialiased Competencies

• Provides inbound telephonic services to client’s subject to the requirements of the TOA procedures, systems, and client SLA’s.

•  Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clients

• Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processes

• Matters escalated and guidance sought where necessary

•  Effective and accurate provision of feedback to callers as required

•  Accurate timeous and professional support with ad-hoc TOA projects as required and directed

•  Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements

Qualifications

Minimum Qualification

Matric

Desired Qualification

3 Year Diploma, preferably Forensic and or Call Centre based qualification

Minimum Experience

2 - 3 years working experience in a customer services orientated position is a prerequisite for this position. An excellent command, i.e. 100 % fluency Zulu, Xhosa and English is a necessity

Desired Experience

2 - 3 years working experience, preferably in a contact centre would be an advantage

All official ethnic languages of South Africa are offered.   Fluency in any other SA official ethnic language or foreign language would be preferred and would be an advantage