Accounts Receivable Quality and Training Supervisor

Job Summary :

To action, evaluate, monitor, manage and coordinates the quality control program and training of staff in the accounts receivable department.

Key Responsibilities

• Manages and mentors staff within the AR QA department ensuring that they have the skills required by the practice and can achieve their performance objectives.
• Researches on unit standards in order to compile work instructions and develop training manuals ensuring quality training material.
• Conducts training, organises and sets proficiency tests and analyses results for developmental purposes, ensuring constant improvement.
• Performs the skills development facilitation function for Contact Center and develops and registers Contact Center learnerships to ensure
• compliance with skills development legislation.
• Management and control of work allocation daily and activities of quality controllers and agents to ensure maintenance of occupancy levels, adherence to schedules and approves leave.
• Prepares quality monitoring standards and develops and updates the quality control document to ensure effective monitoring of quality
• within Contact Center department including scope of operations.
• Compiles and analyses Quality and training reports.
• Conducts quality control collaboration sessions to ensure consistency and that standards are met.
• Conducts one on one performance discussion sessions with own staff for incentive scheme and forwards recommendations to Contact Centre managers
• Contributes to and implements ISO 9001 and lean processes to ensure both processes are introduced and maintained within the department.
• Manages staff including attending to Industrial Relations issues and leave approvals, ensuring adequate staff management
• Compiles, develops and issues Contact Centre awards to motivate staff and improve performance, ensuring quality standards.
• Organises and conducts Customer Service and Telephone Etiquette Training for various departments within the organization, ensuring
• skilled workforce at all times, resulting in customer satisfaction and accreditation
• Coordinates proficiency tests for the banking department and provides reports.
• Generating statistical reports, identifying trends and detailing non-conformances and risks in conjunction with management and the AR QA department.
• Attends statistical reports, identifying trends and detailing incidents and risks in conjunction with management.
• Co-ordinate continual improvements of the QMS, ensuring that evidence of corrective and preventive actions taken are recorded and reviewed 

Required Experience and Education 

• 3 Year Diploma/Degree in Finance/Accounting/Business Administration/ Business Management/Quality Management
• 3 Years relevant working experience (Quality/ISO exposure/Internal or External Audit)
• Team Leader/Supervisory experience required