Quality Assurance Analyst at Mogo Finance

MAIN TASKS:

• 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.
•  Analyse key performance indicators (KPIs), to identify trends and areas for improvement.
• Establishing standards governing customer interactions and implementing monitoring programs.

What you will need: 

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