MAIN RESPONSIBILITIES To perform successfully in the job, the incumbent must demonstrate a sound understanding of the Group’s Credit and Collections activities associated with the delivery of a comprehensive range of quality services to the business and its clients. In this regard, the job incumbent must be capable of performing the following functions: - Conduct quality control checks on recorded calls, written communications and case documentation to ensure accuracy, completeness and compliance.
- Maintain accurate and timely records of call audit reports, scores and evaluations.
- Ensure all monitored activities meet internal quality standards, client requirements, and regulatory compliance.
- Identify and document errors or deviations from standard procedures and escalate recurring issues to Management.
- 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.
- Maintain a repository of QC findings to support trend analysis and continuous improvement efforts.
- Collaborate with Team Leads to implement corrective actions based on QC findings which can include Assisting with training, coaching, and mentoring of staff.
- Participate in calibration sessions to ensure consistency in quality assessments.
- 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 enhancing, strengthening, and maintaining an in-house call quality procedure, standards, specifications, programs, and systems that support the attainment of the 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.
- Promoted adherence to ethical practices and customer service protocols.
- Perform other duties that may be assigned by Management.
EDUCATION AND CERTIFICATION - A minimum of Two (2) Advanced/CAPE subjects OR an Associate Degree in Business Management from a recognised, accredited institution.
- A first Degree in Management would be considered an asset.
- Sound Knowledge and understanding of Standard Credit and Collections procedures.
- Certificate in Quality Control and Quality Assurance.
EXPERIENCE - A minimum of three (3) years working experience, two (2) years of which should be as a Collections Agent.
- A minimum of two (2) years experience in a similar position.
- Solid knowledge of Credit and Collections procedures.
- Proven experience and proficiency in Microsoft Office applications with particular emphasis on Word, Excel, Power Point & Outlook.
SKILLS, ATTITUDE AND BEHAVIOURAL COMPETENCIES - Excellent team oriented and interpersonal skills.
- Good oral and written communication skills.
- Excellent organisational and time management skills.
- Meticulous and deadline orientation.
- Proven ability to work quickly and accurately.
- Highly confidential.
- Strong customer service focus.
- Flexible and adaptable.
We would like to thank all candidates for their application, however, only shortlisted candidates will be contacted. We invite applications from Nationals of Trinidad and Tobago only. |