Description
· Conducting regular call audits & documenting call findings, to include positive performance & areas of improvement.
· Prepare detailed reports of call evaluations including performance metrics, trends, and actionable feedback.
· Provide regular updates and real-time feedback on agent performance, highlighting recurring issues or patterns.
· Provide feedback and coaching to agents based on call evaluations, focusing on improving performance and customer interactions.
· Work with team leaders and supervisors to identify training needs and areas for development.
· Assist in the development of training materials and sessions to improve agent skills and knowledge of debt collection processes.
· Creating effective performance assessment by using appropriate metrics.
· Conducting regular Calibration session and one-on-one coaching with Call Centre Agents.
· Analyze key performance indicators (KPIs), to identify trends and areas for improvement.
· Establishing standards governing customer interactions and implementing monitoring programs.
Qualifications:
· Degree/Diploma in Business/Social Science or any other related course.
· At least two years’ relevant experience as a quality assurance analyst in a call centre is preferred.
· Excellent communication and interpersonal skills.
· Strong analytical & problem-solving skills.
· Strong understanding of debt collection practices.
· Ability to provide constructive feedback in a clear and professional manner.
· Ability to adapt quickly, work independently & have attention to detail.
· Fluency in English and at least one local language widely used by customers (e.g. Bemba or Nyanja).
· Working knowledge of Zambian regulatory requirements for lending and debt collection (including Bank of Zambia conduct expectations) and of data protection and customer confidentiality.
Success measures
· Audit coverage: the agreed number of call audits completed each week, with every finding documented.
· Reporting: call evaluation reports delivered on time with clear trends and actions.
· Agent improvement: measurable improvement in quality scores of the agents you coach.
· Calibration and coaching: calibration sessions and one-on-one coaching held regularly, with consistent scoring across evaluators.
· Training impact: training needs identified and addressed with the managers and team leaders.
· Compliance: reduction in recurring compliance and customer-handling issues.
Working hours