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South Africa

QualityAssurance Manager_ Night Shift

Company Transaction Capital Recoveries
Reference # QAA_ Aust
Published 31/10/2019
Contract Type Temporary
6 Months
Location Durban, KwaZulu-Natal, South Africa
Introduction

We are looking for an individual to support the achievement of Recoveries Corporation’s business objectives through managing the outcomes of Quality Audit (QA)in order to ensure ongoing delivery of outstanding collection outcomes for our clients. The Quality Audit Officer plays a key role in identifying quality trends and providing recommendations to the Governance, Risk & Compliance team on process enhancements.
Job Functions Call Centre
Industries Financial Services
Specification
File audits conducted on collection officer capabilities to identify trends/training needs.
Call monitoring to evaluate adherence to SLA’s, scripts, and legislative obligations.
File auditing to evaluate adherence to SLA’s, legislative obligations and internal processes.
Escalating any high level risks to the Direct Manager.
Internal reporting.
Formulating, managing and monitoring the Quality Management System & aligning it with legislation, ISO and our internal processes and procedures.
Actively participating in the company’s continual improvement systems.
Liaising with Team Leaders to communicate quality audit results.
Liaising with Team Leaders to ensure that staff are knowledgeable & trained in the Privacy Act and internal processes and procedures.
Liaising with Team Leaders to ensure all policies, processes & systems are effective.
Time management.
Managing and monitoring any Compliance breaches accordingly to the policy requirements and reporting monthly to Direct Manager.
Documenting monthly report providing results, trends and recommendations.
Conducting monthly meetings to facilitate feedback and communicating findings to direct Manager and Management group.
Providing recommendations on process improvements to achieve high level quality results.
Requirements
Qualifications / Knowledge:
Advanced knowledge of recoveries functions and systems
Knowledge of service level agreements
Knowledge of relevant legislation
Knowledge of workplace policies

Experience:
Experience within a collections role
Previous experience with client liaison and understand key requirements of client service level agreements
Experience in operating the Microsoft Office suite and in house software

Capabilities:
Motivating others to comply is essential
Influencing & negotiating skills is essential
Listening and communication skills is essential
Effective personal presentation skills
Ability to analyse & and evaluate information essential
Quality focus essential
Ability to build & maintain relationships desirable
Planning & organising skills desirable

Attributes:
Proactive and creative thinker
Team work essential
Genuine interest in a compliance culture, and promoting compliance awareness essential
Results orientation desirable
Resilience desirable
Self-motivation desirable
Ability to maintain confidentiality essential

Act at all times in accordance with recoveriescorp’s Code of Conduct, policies and procedures, including those for health and safety, environmental management, quality management, business continuity and information security management system. Safety hazards should be reported immediately and where possible suggested improvements presented to the management team. Where required, ensuring that staff are assisted and supported with such compliance.

Must be able to work at night shift between 23:00-11:00.
Job Closing Date 19/11/2019
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Last Updated: 12-9-2019 [19.09.05.00]
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