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Quality Assurance specialist is to monitor quality of service rendered with the end view of ensuring that the Collections team delivers quality call answering and correspondence through the provision of appropriate training, feedback, coaching, call evaluation and development of Collections staff so as to maximize the collection of arrears amounts and minimize bad debt write offs. This includes: DUTIES AND RESPONSIBILITIES; Ensuring that we adhere to the Debt Collection Act (DCA), National Credit Act (NCA) and all MTN and Collections policies and processes as amended from time to time.
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| 2. Context (Global influences, environmental/industry demands, organisational mission etc.) |
| Organisational Mission
MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life. Global Influences / Environmental & Industry Demands Highly dynamic and fluctuating Telecommunications industry Highly competitive market with new and established competitors Fast moving industry Legislative changes Legal parameters set by the insurance industry Rapid pace of digitalization Prevailing economic pressures affecting staff and customers Fluid complexities of customer expectations and demands Prevailing economic pressures affecting staff and customers Fluid complexities of customer expectations and demands
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| 3. Key Performance Areas: Core, essential responsibilities outputs of the position (KPA’s) |
| Quality Assurance
Ensuring that all staff use the same greetings, scripts, after call procedures and accountability standards. Evaluate adequacy of quality assurance standards. Develop, recommend, and monitor corrective and preventive actions. Assure ongoing compliance with quality and industry regulatory requirements. Interpret and implement quality assurance standards. Devise sampling procedures and directions for recording and reporting quality data. Document internal audits and other quality assurance activities. Continually monitor the performance of staff to ensure service is in line with agreed quality standards. Ensure that staff are continually kept up to date with products and system knowledge in order to maintain service levels. Provide appropriate training and co-ordinate specific training, to ensure optimally skilled agents Continually provide appropriate on-the-floor feedback to staff. Liaise and feedback agents regarding their quality of work, to maintain consistent quality service levels. Continually undertake checks on all outgoing correspondence, to ensure quality standards and the required levels of competence are maintained. Liaise with supervisors to address and resolve problems and identify training needs. Establish effective benchmarks in order to determine new procedures that can be applied to enhance efficiency. Effectively evaluate calls and correspondence to identify trends, needs and patterns that require interventions. Work closely with the supervisors and workforce management specialist to ensure alignment. Constantly review QA scorecards to ensure alignment with ways of work and industry QA standards. Give input into processes and procedures where quality of work may be improved. Investigate customer complaints and non-conformance issues. Analysis and reporting on QA trends with recommendations and implementation of corrective actions. Specific QA analysis as requested by supervisors or campaign manager. Reporting Reporting function (daily, weekly & monthly). Compile monthly management reports. Monthly reporting of the KPI’s for the function of QA. Provide monthly reports that accurately reflect the quality of calls and correspondence, together with trend analyses and recommendations. Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision Broad based knowledge of Collections across different customer categories Knowledge of the–regulatory and legislative requirements Computer literacy i.e. MS Office Excel Intermediary Strong interpersonal skills including good written and oral communication Good analytical, problem solving and conflict management skills Strong analytical ability Good understanding of Credit management practices and processes Call center technical knowledge MTN products and services knowledge Excellent communication skills, telephone manner and technique Good listening and multitasking skills Tenacious, with ability to work under pressure and take responsibility |
| 4. Job Requirements (Education, Experience and Competencies) |
| Education:
Grade 12 Diploma or 3-year degree in relevant field Experience: 3 years’ experience in similar quality assurance or training role At least 3 years of supervisory or management experience Experience in debt collections environment and different collection methods/techniques. Quality inspection and testing experience Experience with implementation of corrective action programs, coaching, training and mentoring Knowledge of relevant regulatory requirements. |
