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Organization Unit PurposeThis unit evaluates agent performance and provides consistent feedback and coaching to inbound and outbound agents for both mass and priority delinquent customers.1. Job Purpose Part of the CLC Service Quality team, responsible for measuring agent performance against agreed parameters and reporting key trends and issues back to the operations. Also focused on ensuring agents understand the products and services offered by the bank and resolving customer issues to ensure that customers are informed about their delinquent liabilities where necessary.Each auditor is responsible for ensuring agents are given timely and meaningful feedback on their performance and regular coaching to ensure they continue to improve.Each Auditor need to investigate every call with challenge or issue and same need to be reported to respective managers.Each Auditor need to review the calls based on customer journey with the entity and provided clear report and synopsis regards each case.Each Auditor need Review each and every settlement raised through system.2. Job ResponsibilitiesListen to recorded calls for both entities Inbound and outbound.Score calls against agreed parameters for both entitiesParticipate in calibration sessions for both entitiesShare best practice and set standards for both entitiesPost scoring, share results with collector, TL’s and management for both entitiesSchedule and provide coaching sessions to all agents on their performance over time period for both entitiesEscalate and coach on fatal and non-fatal errors immediately with documenting the same in an email for both entities.Sample review for SR’s (Service request, EOSB, settlement SR’s) action by collection team for both entities.100% review for HFTR file for both entities.Investigate every call with challenge or issue and same need to be reported to respective managers.To review the calls based on customer journey with the entity and provided clear report and synopsis regards each case.Reviewing every settlement raised through DCore system.3. Person SpecificationsWorking experience in Debt Collection is mandatory.Native Arabic speaker is mandatoryAn excellent knowledge of CRM system, Avaya viewer, way4, Finacle, FinnOne LMS, Yusr.Previous customer service experience, dealing with customers by telephone, email and in writing.Strong communication skills and have the ability to communicate effectively.Excellent listening skills along with an articulate and clear telephone mannerReport Writing SkillsBusiness ManagementProblem Solving
