Jobs at Mwanga

Responsibilities

• Manages recovery of overdue loan.
• Contacting customers daily/weekly and informing them of their overdue loans.
• Following up with customers daily/weekly on previous payment redemption date.
• Advising customers on the best payment options and negotiating suitable payment plans.
• Thoroughly understands assigned portfolio and product.
• Responding to customer queries and escalating accordingly.
• Maintaining accurate, up-to-date customer account information.
• Reporting accurate customers feedback daily/weekly.

Preferred Requirements

• Qualification: B.Sc / HND / OND in any relevant field
• 0 - 2 years relevant work experience.
• Candidate must be within the age bracket 20 - 33 years
• Previous experience in tele-collections, tele-marketing, sales and Customer Service will be an added advantage
• Strong Written, Communication and Negotiation Skills.
• Strong command of English Language and at least, one other local or international language.
• Performance driven, Agile, Teachable and willing to learn.
• Ability to collaborate with a team in a fast-paced environment.
• Attention to details and strong Listening skills.
• Persuasive, sales/marketing and analytical skills will be an added advantage.
• Proximity to Maryland (candidates should stay around, Mile 12, Ketu, Anthony, Onipan, Ikeja, Fadeyi, and environs).

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Job Description

• Execute all aspects of quality assurance including call monitoring, evaluation and calibration scoring.
• Prepares and analyzes internal and external quality reports for management staff review.
• Implement the use of coaching, training, and development to contact center agents
• Implement the use of a quality monitoring data management system to compile and track performance at team and individual level.
• Execute and facilitates call calibration sessions for call center agents.
• Implement the use of scheduling, facilitation, and documentation of regular continuous improvement meetings.
• Execute Agents’ feedback sessions and provide feedback to call center team leaders and managers.
• Monitor Agent performance / behavior in a call center and coach/counsel agents to modify their performance / behavior to facilitate a high level of customer service.
• You will always be responsible for and liable to discharge the duties that are attached to your office and conduct yourself accordingly. You must perform efficiently to ensure results and depending upon business exigencies, you may be expected to work for reasonable extra hours.
• Your responsibilities and duties may change depending on the needs of the business.

Requirements / Qualifications / Skills

• Minimum of B.Sc. / HND Qualification.
• 2 - 3 years experience as a call center quality assurance analyst.
• Previous experience in a debt recovery agency will be an added advantage
• Proficient use of Microsoft Excel for reporting.