Tip Offs Anonymous Contact Call Centre Agent

Job Description

Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client Service Level Agreement, Deloitte Tip-offs Anonymous controls and processes and specific project/s you, as the agent, may be allocated to. To read more on the role access Tip offs Anonymous | Solution | Forensic & Regulatory Solutions

Key Performance Areas:

  Strategic Impact

• Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area
• Positive impact on broader team

.   Operational Effectiveness

• Maintains close focus on timelines and accuracy ensuring quality of delivery of the role
• Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with Deloitte Tip-offs Anonymous and Firm controls, policies and procedures
• Provides wrap-up reports to superior
• Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved
• Quality outputs that meet deadlines
• Accuracy negates risk of output 

    Specialised Competencies

• Provides inbound telephonic services to client’s subject to the requirements of the Deloitte Tip-offs Anonymous procedures, systems, and client SLA’s.
•  Adherence to all relevant legislation, including but not limited to Data Privacy Regulations as well as in-country Whistleblowing Legislation and Deloitte Tip-offs Anonymous controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to Deloitte Tip-offs Anonymous and its clients
• Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and Deloitte Tip-offs Anonymous processes
• Matters escalated and guidance sought where necessary
•  Effective and accurate provision of feedback to callers as required
•  Accurate timeous and professional support with ad-hoc Deloitte Tip-offs Anonymous projects as required and directed
•  Accuracy and quality of translations received within SLA and in accordance with Deloitte Tip-offs Anonymous processes and associated requirements

Qualifications

• 100% Fluency in German and English. Language testing will occur.
• 3 Year Diploma, preferably Forensic and or Call Centre based qualification
• 2 - 3 years working experience, preferably in a contact centre would be an advantage
• Work base is in either one of our South African office or the Namibian office depending on the citizenship of the candidate. 

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.

We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace. We recognise and value the unique strengths that neurodivergent individuals bring, and we are committed to creating an environment where everyone can thrive.

If you require reasonable accommodations in relation to your disability and neurodiverse needs during the recruitment process, please let us know. We are happy to make adjustments to suit your individual needs.

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

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To help you look out for potential recruitment scams, here are some Red Flags:

• Upfront Payment Requests: Deloitte will never ask for any upfront payment for background checks, job training, or supplies.
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