Job Title: Quality Analyst
Department: Debt Collection Boda
Reporting To Quality Analyst Team Lead
Deadline: 16th August 2024
Duties And Responsibilities
- Provide positive leadership, guidance, coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.
- Promote an environment of Continuous improvement in line with MOGO Call Centre performance standards. Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others. Provide on-going feedback to help develop and train Agents to improve performance. Support coaching efforts of trainers and supervisors
- Conduct regular reviews and give real-time feedback in line with the agent’s performance.
- Develop and implement special projects/initiatives. Champion the implementation of process changes and update agents as soon as these come up. Conduct call calibration sessions to ensure that all the stakeholders speak the same language. Initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy in.
- Organize and support, inform new hire classes on quality processes. Oversee the cross training and up training of Agents.
- Review and interpret historical reports and provide stakeholders with feedback for improvement in business operations. Supervise Agent /reports of trends and observations to ensure Customer satisfaction.
- Support team leaders on real time Queue monitoring and managing floor productivity in cases of shrinkage.
Job Requirements
- A bachelor’s degree of any discipline from a recognized University
- A minimum of 8 Months in the Call Centre in a supervisory, Team Lead or Quality Analyst position.
- Excellent knowledge of the Quality Analyst role
- Excellent leadership capability, high level of confidence and ability to establish communication with others. Ability to handle refresher and developmental trainings efficiently.
- Focus on developing and influencing others.
- Proficiency at MS Office
- Demonstrate a high level of integrity, work ethics, and a proactive and positive attitude.
- Negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusion in a dynamic and challenging environment. Should be able to provide corrective feedback to agents on call.
- Customer focused with good customer care
- Excellent Interpersonal skills, problem solving and analytical skills.
- Should be self-motivated & able to demonstrate a drive for results with a professional approach.
- Proven report-writing and presentation skills.
How to Apply: All suitably qualified and interested candidates should send their applications and up-to-date CVs to: [email protected] with the subject “Quality Analyst”
