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Quality Assurance Team Lead Job Mogo Finance
Mogo Finance Jobs.
Responsibilities
- Conducting regular call audits & documenting call findings, to include positive performance & areas of improvement.
- Prepare detailed reports of call evaluations including performance metrics, trends, and actionable feedback.
- Provide regular updates to the HOD & Call Centre Supervisor on agent performance, highlighting recurring issues or patterns.
- Provide feedback and coaching to agents based on call evaluations, focusing on improving performance and customer interactions.
- Work with team leads and supervisors to identify training needs and areas for development.
- Assist in the development of training materials and sessions to improve agent skills and knowledge of debt collection processes.
- Creating effective performance assessment by using appropriate metrics.
- Conducting regular group and one-on-one trainings with Call Centre Agents.
- Analyze key performance indicators (KPIs), to identify trends and areas for improvement.
- Establishing standards governing customer interactions and implementing monitoring programs.
Qualifications
- Degree/Diploma in Business/Social Science or any other related course.
- At least two years relevant experience.
- Excellent communication and interpersonal skills.
- Strong analytical & problem-solving skills.
- Strong understanding of debt collection practices.
- Ability to provide constructive feedback in a clear and professional manner.
- Ability to adapt quickly, work independently & have attention to detail.
How to Apply
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