Quality Assurer (Finchoice) at Weaver Fintech Ltd

Role Overview 

• Quality Assurers are responsible for monitoring and analysing sales and service interactions between consultants and customers to ensure that Consultants are performing to the prescribed standard. They provide feedback to consultants regarding their performance (both quality and performance) and also identify any training, coaching or other actions that may be required.
• These activities support the long-term customer engagement objectives of the business.

Key Performance Areas

• Monitor and analyse sales and service interactions between consultants and customers
• Coordinate with managers and supervisors to ensure that appropriate numbers of calls are audited monthly
• Conduct audits on recorded calls to ensure that the required standards in terms of legal compliance, business process rules and customer engagement are met
• Conduct audits on live calls to ensure that the required standards in terms of legal compliance, business process rules and brand protection are met
• Provide an objective assessment regarding the consultants’ adherence to legal compliance requirements
• Provide an objective assessment regarding the consultants’ adherence to business process rules requirements
• Provide an objective assessment regarding the consultants’ adherence to customer engagement requirements
• Monitor overall performance of individual consultants and teams to track performance against required standards
• Complete appropriate evaluation checklists to record audit finding

Provide quality, consistent and objective feedback to consultants about their performance

• Provide performance feedback to individual consultants on their adherence to legal compliance, business process rules and customer engagement
• Provide guidance and advice to individual consultants to improve their adherence to legal compliance, business process rules and customer engagement
• Complete appropriate feedback documentation to record feedback, guidance or advice given to individual Consultant
• All feedback needs to include both quality and compliance components
• Provide feedback to managers and supervisors about Consultants’ performance
• Provide feedback on individual consultant and team performance with accurate details to supervisors and managers
• Provide feedback on individual consultant and team performance with accurate details to coaches
• Conduct root cause analysis to identify reasons for gaps in performance
• Provide an objective assessment about the reason for the gaps in performance, for example, lack of knowledge, lack of skill or wilful negligence of duty
• Provide an objective assessment if the gaps in performance are due to factors outside the consultants’ control, for example, unclear processes or confusion about product or service parameters
• Improve own standards of work
• Keep up to date with existing products and processes within the Contact Centre to ensure that appropriate quality assurance measures are maintained
• Assist with any ad hoc projects and tasks as requested by the line manager
• Participate in Ad hoc projects
• Assist in developing test scenarios, training exercises, or testing data for training of new and existing products or services

Qualifications & Accreditations

• Grade 12 / Matric or equivalent
• Tertiary education Certificate or Diploma of studies not less than 6 months at an accredited learning institution

Experience & Skills

• 4 years of Customer Service / Support / Sales/ Insurance/ Quality Assurance experience in a Contact Centre Environment
• Specific knowledge of the products and services offered by FinChoice
• Specific knowledge of the computer systems and software used by FinChoice to process transactions
• Specific knowledge of the required FinChoice standards in terms of legal compliance, business process rules and customer engagement
• MS Office, in particular, MS Excel, Outlook