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.
Completing various administrative and secretarial duties (e.g.; answering phones; making copies; filing)
Checking accuracy of reports and records
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
Business terms and definitions
Governance, Risk and Controls
Relevant regulatory knowledge
Relevant software and systems knowledge
Cluster Specific Operational Knowledge
Planning and Organizing