Quality analyst at Apex collection Africa
Apex Collections Africa Limited provides professional receivable management solutions for
both financial and commercial markets and focus on maximizing
clients’ cash flow management and credit control aspects.
Job Description
Key Responsibilities
Quality Assurance and Monitoring
• Monitor and evaluate inbound and outbound calls, emails, and other communications to
ensure compliance with company policies, regulatory requirements, and quality
standards.
• Assess interactions for adherence to debt collection protocols, professionalism, and
customer-centric behavior.
• Develop and update quality assurance checklists and scorecards to align with business
goals.
Feedback and Reporting
• Provide detailed feedback to agents, highlighting strengths and areas for improvement.
• Collaborate with team leaders to design targeted coaching sessions based on quality
evaluation results.
• Generate regular reports on quality trends, agent performance, and process improvement
areas for management review.
Process Improvement
• Identify recurring issues or gaps in processes and recommend solutions to enhance
efficiency and compliance.
• Work with training teams to develop or update training materials based on quality
evaluation findings.
• Stay updated on debt recovery laws, guidelines, and best practices to ensure compliance
and recommend necessary adjustments.
Risk and Compliance
• Ensure all agents comply with the Data Protection Act (D.P.A) and other regulatory
requirements during their interactions.
• Identify potential risks in the debt collection process and escalate them to the
management team for resolution.
Qualifications
Educational Background: Diploma or Degree from any recognized institution
• Experience:
– At least 1 years of experience in debt collection, customer service, or a similar
field.
– Experience in quality assurance or a similar role is an added advantage.
• Skills:
– Strong analytical and evaluation skills.
– Excellent verbal and written communication.
– Proficiency in using call monitoring tools, CRM systems, and reporting software.
-Ability to provide constructive feedback and foster a culture of continuous
improvement.
• Personal Attributes:
– Attention to detail.
– Problem-solving mindset.
-High ethical standards and professionalism.
Additional Information
Additional Responsibilities
• Conduct calibration sessions with team leaders and managers to ensure consistency in quality evaluations.
• Participate in performance reviews and assist in setting individual and team quality targets.
• Support new hire onboarding by providing insights into quality standards and expectations