Call Monitoring Agent
| Location | Goodwood, Cape Town, South Africa |
| Date Posted | October 13, 2020 |
| Category |
Customer Service
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
An exciting opportunity exists for a Call Monitoring Agent to join an International Trading Company!
The Call Monitoring Agent will be responsible to ensures company and department procedures are adhered to, insures adherence to agent script and formal processes. Recognizes and provides feedback on any breach in company protocol. Encompasses non-conformity, corrective and preventative actions.
Duties & Responsibilities
- Monitor and review sales agents’ telephonic interaction with clients to ensure adherence to quality standards and compliance.
- Apply knowledge of current legislation and identify non-compliances / potential breaches.
- Identify behavior that may place the company at risk.
- Identify high quality calls that can be added to the training and coaching database.
- Implement standards & processes and verify that all internal processes are followed.
- Make recommendations that will improve compliance within the company.
- Provide management with relevant feedback.
- Complete special projects, and miscellaneous duties as prescribed by Management
- Train new employees regarding compliance
Skills, Abilities & Competencies
- Attention to detail
- Technical competency and expertise
- Functional knowledge & understanding of compliance
- communication, Active listening
- Identify risk
Desired Experience & Qualification
- Grade 12 plus
- Previous experience in call monitoring
- Experience within the financial services, inusrances or call centre experience secures!
Package & Remuneration
R12 5000 to R13 500 per month