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Reeds Africa Quality Assurance Job

Responsibilities

  • Implement and maintain a quality assurance framework spanning the full Collections business which delivers transparency on outcomes.
  • Identify and report on call quality trends, offering performance enhancement suggestions and recommendations to the business.
  • Forward-thinking and planning of risks current and emerging to align needs of the business to outputs.
  • Build, test, and monitor control processes for Collections.
  • Identify streamlining opportunities for the Collections department.
  • Consolidate, maintain and distribute the quality assurance report for the leadership team.
  • Identify call coaching opportunities and trends that will further aid the development of both Team Leader and Collectors and also deliver a first-class customer experience.
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