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    Quality Control Agent - Cape Town, South Africa - RMV Solutions Pty Ltd

    RMV Solutions Pty Ltd
    RMV Solutions Pty Ltd Cape Town, South Africa

    3 hours ago

    Default job background
    Description

    PLEASE NOTE THAT ONLY CANDIDATES WITH A DEBT COUNCELLING CERTIFICATE WILL BE CONSIDERED.

    Description:

    • Quality control agents are responsible for monitoring calls based on their designated campaign, with occasional monitoring of calls from other campaigns. The main goal is to identify non-compliance, potential risks, training gaps, and coaching needs, and communicate these aspects to team leaders and managers while offering support and guidance.
    • This role involves call monitoring for the assigned subsidiary and occasional monitoring of other subsidiaries.

    Duties include:

    • Call monitoring
    • Process monitoring
    • Compilation of escalations
    • Reporting trends observed on calls to management
    • Assisting with investigations into received complaints

    Competencies:

    • Minimum of 2 years' experience as a Debt Counsellor
    • Active listening skills
    • Strong work ethic
    • Ability to coach and provide constructive feedback
    • Capable of working independently or in a team
    • Adaptive to change
    • Proficient in computer usage and basic Excel skills

    Qualifications:

    • Matric NQF 4
    • Debt Counselling course completion essential
    • Preferably a registered Debt Counsellor

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