Skills and Experience

• Bachelor’s degree in business administration, Communication, or related field.
  
• Proven experience in call centre operations, with a focus on quality assurance and performance management.
  
• Strong Knowledge of English and French (Must have both)
  
• Strong analytical skills with the ability to interpret data and trends effectively.
  
• Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.
  
• Detail-oriented with a commitment to accuracy and precision.
  
• Proficiency in call centre technologies and quality assurance tools.
  
• Knowledge of industry regulations and compliance requirements.
  
• Ability to multitask and prioritise tasks in a fast-paced environment.
  

• Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.
  
• Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.
  
• Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.
  
• Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.
  
• Data Analysis & KYC Checks - Analyze quality monitoring data to identify trends, patterns, and concerns related to agent performance, customer satisfaction, and compliance. Conduct daily KYC checks and provide feedback to the Agent care support team.
  
• Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.
  
• Compliance Monitoring - Stay informed about regulatory requirements and industry standards related to customer interactions and collections and ensure that agents adhere to all relevant regulations and policies.
  
• Training and Development - Identify training needs and develop training materials and programs to address skill gaps and enhance agent performance in customer interactions and collections.
  
• Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.
  
• Customer Feedback Analysis - Analyze customer feedback, complaints, and satisfaction surveys to identify recurring issues or areas for improvement in customer service delivery and recommend appropriate actions.
  
• Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.
  
• Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.
  
• Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management.