Quality Assurance Supervisor

Reporting to the Operations Manager or Designate, the successful Candidate will be responsible for monitoring the work of our Debt Recovery Team to ensure that performance standards are continuously met

Come Join Our Growing Family!

Role Description:

Reporting to the Operations Manager or Designate, the successful Candidate will be responsible for monitoring the work of our Debt Recovery Team to ensure that performance standards are continuously met

Responsibilities:

• Supporting the debt recovery process by monitoring the interaction between the Collectors and the Customers of our clients.  This includes telephone calls and messages.
• Evaluating the quality and content of the exchanges to ensure that required standards and prescribed procedures are being followed.
• Identifying variations from the standard procedures and documenting these
• Performing quality checks on collections workflows by sampling accounts to ensure that appropriate action was taken at each stage of the collection process.
• Meeting individually with the Collection Team members to assess their performance on a periodic basis and to assist them in achieving their targets consistently
• Preparing reports to the Operations Manager from information gleaned from monitoring activities to enable corrective action to be taken. 
• Assisting the Operations Manager in developing solutions to address "pain points" in the accomplishment of the standards set
• Execution of other related duties as circumstance may require from time to time in the achievement of the Company's overall objectives

Employees enjoy the following benefits:

• Monthly Salary
• Medical Benefits including Health, Dental & Vision, and Life Insurance
• End of Year Performance Based Incentive

 Requirements:

• Knowledge of debt collection protocols, techniques and best practices

• Supervision Experience a Call Centre environment is a major plus
• Strong communication skills: active listening, writing/typing, informal communication

• Regular attendance and adherence to a set schedule, which includes breaks and lunches.
• Excellent computer skills required.

Education 

Minimum of 4 CSEC inclusive of English Language, some post-secondary education preferred.

** All applicants should be 18 years or older and must have a valid Government issued photo ID, TRN & NIS.