Description
ExpressCredit is a global consumer finance company operating in Zambia and three surrounding countries, including Namibia, Botswana, and Lesotho.
We operate a multi-channel lending platform for private and government sector employees underserved by mainstream financiers. As a good corporate citizen, our goal is to help people in need of short-term and long-term financial assistance – all of which make a meaningful and lasting impact on the local communities.
ExpressCredit is a game-changer and one of the fastest microlenders in the country. A combination of new technologies, mobile sales, and a network of branches and direct sales positions us well for growth and building a sizeable, well-performing loan portfolio.
Express Credit Zambia seeks to recruit a self- motivated, experienced, skilful and result oriented professional based in Lusaka for the position of Head of Quality Control based in Lusaka.
Job Purpose
To oversee all facets of the company's quality control function, ensuring adherence to established procedures and driving continuous improvement initiatives. Responsible for developing and implementing quality control processes, ensuring compliance with regulatory requirements and established internal standards, and driving a culture of quality excellence throughout the company. This role encompasses a range of responsibilities aimed at maintaining high standards of quality and preventing fraud across branches.
Key Responsibilities
- Develop and implement quality control processes and procedure
- Develop and implement measures to prevent cash and loan fraud, ensuring compliance with regulatory requirements.
- Establish and enhance control measures for cash procedures at branch level to mitigate risks.
- Develop and maintain quality control metrics, tracking key performance indicators (KPIs) to measure quality performance.
- Ensure monitoring of CCTV surveillance in branches to enhance security measures and prevent fraud incidents.
- Implement new procedures or scripts in response to identified issues, with a focus on optimizing sales processes.
- Conduct mandatory checks to ensure adherence to established procedures and standards.
- Ensure branch compliance with legal and internal requirements before opening.
- Provide feedback to company management based on quality control observations.
- Maintain and develop internal support and call centre quality standards.
- Review conversations of sales agents and customer support across various channels (calls, emails, chats) and provide constructive feedback.
- Conduct evaluations using approved forms and collaborate with department heads and team leaders to discuss feedback and improvement strategies.
- Monitor customer service and sales performance at the agent and team levels.
- Generate reports reflecting quality control performance and participate in calibration sessions to ensure consistency in evaluations.
- Conduct branch quality control activities, including application and payment control, data entry verification, and daily activity monitoring.
- Identify training and onboarding needs and initiate relevant projects.
- Provide quality training to employees and ensure compliance with company standards.
- Supervise employee training in accordance with company requirements and provide technical support to management on quality matters
- Collaborate with other departments to identify and implement process improvements
- Lead the Quality Control team, providing guidance, coaching, and mentoring to ensure that quality standards are met and exceeded
- Stay informed about industry trends, regulatory changes, and best practices in quality control, and incorporate relevant updates into quality control processes.
- Generate and deliver regular reports on quality control performance to company management.
- Reports should highlight key quality metrics, findings, and recommendations.