Quality Assurer
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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