Quality Assurer

Nedbank

Johannesburg, Gauteng, ZA

13h ago

source : Latest Jobs

Job Purpose To evaluate the quality of calls made by call centre agents in line with Nedbank policy. Job Responsibilities

To meet target by listening to randomly selected calls per agent.

Identify opportunities and make recommendations to add value to the quality assurance service provided.

Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls.

Contribute to team performance by attending and participating in collaboration sessions.

Meet department requirements by adhering to call monitoring process.

Meet target by scheduling and planning.

Compile and submit reports monthly to provide input on performance.

Ensure compliance of call scripts by compiling and sending to Risk and Compliance for approval.

Improve quality of calls by providing recommendations.

Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.

Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.

Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.

Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and / or maintained within specified time frames.

Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.

Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.

g. staff surveys etc.).

Participate and support corporate social responsibility initiatives for the achievement of key business strategies.

Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

Essential Qualifications - NQF Level

Matric / Grade 12 / National Senior Certificate

Preferred Qualification Teaching / Facilitation / Coaching Qualification. Minimum Experience Level 2 - 3 years working experience as a Quality Assurer within the Short Term Insurance space within the Banking / Financial Services Industry Type of Exposure

Working with a group to identify alternative solutions to work situations.

Capturing data

Completing various administrative and secretarial duties (e.g.; answering phones; making copies; filing)

Checking accuracy of reports and records

Drafting reports

Building and maintaining effective cross-functional relationships with internal and external stakeholders

Sharing information in different ways to increase internal stakeholders understanding

Managing customer expectations

Working in a fast passed environment

Working in a team

Technical / Professional Knowledge

Administrative procedures and systems

Banking knowledge

Banking procedures

Business principles

Business terms and definitions

Data analysis

Governance, Risk and Controls

Relevant regulatory knowledge

Relevant software and systems knowledge

Cluster Specific Operational Knowledge

Behavioural Competencies

Earning Trust

Communication

Decision Making

Innovation

Resolving Conflict

Continuous Improvement

Planning and Organizing

Quality Orientation

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