An exciting opportunity for a Lead Associate: Quality has just become available on our brand new campaign. Our client is a financing institution with a platform that enables financing for international postgraduate students at the world’s best universities, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in a contact centre environment.

Key Responsibilities:
• Conduct compliance checks to meet SLA’s
• Conduct quality audits and provide feedback to managers
• Hold regular meetings with team leaders and agents
• Provide feedback to agents on assessments
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Monitor a select number of agents per day, per week.
• Calibrate quality assurance scoring with management
• Achieve and maintain acceptable quality scores
• Participate in staff meeting and collaboration sessions with management to exchange ideas and
• Continually examine opportunities for quality improvements and adherence

Working Hours:
• The campaign’s operational hours are 13h00 to 22h00, Mondays to Fridays (working hours may include public holidays). Flexibility will be required between day and night shift.

Qualifications Required:
• Matric

Experience, Knowledge, Skills and Attributes Required:
• At least 2 years call centre experience in customer service
• At least 1 year quality experience in a call centre environment
• Proficiency in Microsoft Office packages (Word, Outlook) with high proficiency in Excel
• Excellent interpersonal and communication skills
• High attention to detail and accuracy
• Should not be in an absence stage
• Should not have any live warnings
The ability to:
o analyse, validate and interpret data/reports
o multi-task, work under pressure and cope with high volumes of work
o cope with pressures and setbacks
o Document problems and assist in their resolution.
o Document processes and identify areas for improvement.
o adapt to change quickly, in a fast-paced environment
o prioritise and manage work flow