Call Quality Assurance Team Leader at Absa Bank Limited

Job Purpose:

Responsible for carrying out call evaluations and training for the collections and recoveries agents to ensure a standard of high performance is maintained.

Key Accountabilities:

• Ensure call evaluation is done for all collection agents and reports on the same are generated and circulated every end of month
• Support team leaders through continuous training and feedback provision
• Facilitate and deliver loan orientation and induction training for new entrants on collections process, procedures, and system usage with emphasis on basic collection skills.
• Participating in meetings to address training concerns.
• Identifying training gaps for the team and implementing the necessary
• Maintain and review data base on trainings carried out.
• Maintain updated coaching records in conjunction with team leaders.
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• supporting all new collection initiatives and implementations by ensuring proper training

Education and experience required

• University degree or equivalent professional qualification
•  Bank and individual business unit strategies and policies
• Prior Experience in Collections & Recoveries

Knowledge and skills: (Maximum of 6)

•  Training, coaching and Presentation skills
• People Management
• Relationship management skills
• Debt Collection and Recovery skills
• Team working and Interpersonal skills
• Inspiring and persuading others

Competencies: (Maximum of 8 competencies)

• Thorough knowledge of collection processes and procedures.
• Thorough knowledge of collection systems.
• Knowledge of the bank’s general credit policies.
• Good computer skills and ability to learn new software/applications quickly

Closing: 28th September 2022