Call Quality Assurance Team Leader Job at Absa Bank Limited

Call Quality Assurance Team Leader Job at Absa Bank Limited… See details on how to apply for the opportunities available at Absa Bank Limited.


Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance.


  • Ensure call evaluation is done for all collection agents and reports on the same are generated and circulated every end of month
  • Support team leaders through continuous training and feedback provision
  • Facilitate and deliver loan orientation and induction training for new entrants on collections process, procedures, and system usage with emphasis on basic collection skills.
  • Participating in meetings to address training concerns.
  • Identifying training gaps for the team and implementing the necessary
  • Maintain and review data base on trainings carried out.
  • Maintain updated coaching records in conjunction with team leaders.
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  • supporting all new collection initiatives and implementations by ensuring proper training


Education and experience required

  • University degree or equivalent professional qualification
  •  Bank and individual business unit strategies and policies
  • Prior Experience in Collections & Recoveries

Knowledge and skills: (Maximum of 6)

  •  Training, coaching and Presentation skills
  • People Management
  • Relationship management skills
  • Debt Collection and Recovery skills
  • Team working and Interpersonal skills
  • Inspiring and persuading others

Competencies: (Maximum of 8 competencies)

  • Thorough knowledge of collection processes and procedures.
  • Thorough knowledge of collection systems.
  • Knowledge of the bank’s general credit policies.
  • Good computer skills and ability to learn new software/applications quickly

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