Quality Assurer - Cape Town at Nedbank

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-enforce 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.

Job Responsibilities Continue

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Teaching / Facilitation / Coaching Qualification.

Essential Certifications

Preferred Certifications

Minimum Experience Level

• 2 - 3 years call centre agent

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