Quality Assurer_I at FNB South Africa

Are you someone who can:

• Experience in Complaints Resolution and/or Quality Assurance on Complaints - Sound Knowledge of our FNB products
• Analytical abilities to identify issues within products or processes, analyze and interpret data, and understand the root causes of complaints
• Attention to detail is crucial to ensure that all complaints are handled precisely according to business requirements
• Clear communication, both written and verbal, to effectively communicate findings to internal stakeholders Conducting Calibration sessions with internal stakeholders on identified trends and raised disputes
• Well-versed in the complaint-handling process and the Standard Operating Procedures
• Understanding of Market Conduct and its application in complaints handling
• Multiskilled in problem-solving, conflict management, the ability to work under pressure, and being solution-driven
• Basic presentation skills to compile reports and provide feedback at relevant forums
• Ability to engage with Audit to facilitate audit walkthroughs We take pride in our attention to detail and our commitment to resolving complaints in a timely and efficient manner

You will be an ideal candidate if you:

• Working knowledge of Hogan, CARE, and Verint Quality Management (Basic acceptable)
• Diploma equivalent to NQF Level 6 in business-related studies (Degree advantageous)
• A minimum of 3 years call centre experience with comprehensive knowledge across multiple FNB Service products
• FNB QA PSAS (Service skill advantageous)
• DA (App, Contract, IV, KYC) (Require Preferred Language Skill)
• DA (Fraud /Credit or JC Skill) (Require Preferred Language Skill)
• Strong analytical and communication skills
• Attention to detail

End Date: December 9, 2025