QUALITY ASSURANCE SUPPORT OFFICER

The Quality Assurance Support Officer has responsibility and accountability for providing continuous support to all departments and is responsible for assisting in monitoring calls and resulting activities to facilitate effective credit management as well as excellent customer service.

• Responsible for the daily monitoring of collections and credit bureau call activities to proactively address and ensure that quality, quantity, accuracy, and compliance are achieved and are in line with Company standards. 

• Responsible for the daily call audits, reporting and retention of call audit reports, calls and call audit scores for Credit Bureau, Collections and all other Units staff.

• Assist with the preparation of weekly, monthly, and other ad hoc reports for Management and key stakeholders to facilitate effective monitoring and sound management decision making.

• Assist with the research, formulation, development and communication of policies, procedures, programs, and initiatives to support the development of a best-in-class debt collection and credit management system.

• Assist with identifying, establishing, and maintaining of an in-house call quality procedure, standards, specifications, program, and systems that support the attainment of the Group Company’s strategic goals and objectives, inclusive of delivering a world-class customer service experience.

• Assist with the performance of periodic audits of the existing call quality control and regulatory/operational compliance systems to identify deficiencies to support sound management decision-making.

• Assist with training, coaching, and mentoring of staff towards full competency to achieve the departmental objectives.

• Perform other duties that may be assigned by Management.