Call Centre Agents, Monitoring Department at Exsousia International

Call Monitoring Agent Required for Fast Paced International Financial Services Call Centre

Reviews agent calls and 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 nonconformity, 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 noncompliances 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
  
  

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SKILLS, ABILITIES COMPETENCIES

• Technical competency and expertise
• Functional knowledge understanding of regulations
• Professional approach to successfully interaction with senior management colleagues
• Analytical skills

• communication, Active listening
• Team work
  
  

Desired Experience & Qualification

• Grade 10 & 12
• ID or Passport
• No experience