Job Openings 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
   

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Role Overview

• The ideal candidate for this role will be responsible for assessing and measuring the quality of Sales and Service of our telephonic sales teams, highlighting coaching and training needs to Team Leaders and Managers and addressing gaps through coaching where relevant. The purpose of this role is to empower our teams, so they have the ability to drive customer excellence for Service and Sales within FinChoice.

Key Performance Areas

Driving Customer Excellence on Voice

• Customer Experience Indicator - driving the right Consultant engagement/behaviour with our customers, in order to support FC in reaching, AQS (Agent Quality Score) FCR (First Contact Resolution) NPS (Net Promoter score) targets.
• Quality Assurance (QA) – engaging with the QA’s to determine Consultant developmental areas to improve on customer interaction. Coaching the teams based on that feedback.
• Providing feedback to the TL’s where Consultant behaviour could be creating a poor customer experience.
• Highlight processes that are creating bottlenecks/inefficiencies and feedback to the Process analysts.

Driving Loans and Funeral sales

• Supporting Consultants in achieving Loans and Funeral Sales targets.
• Provide helpful advice on coping with job-related sales challenges.
• Establishes training needs by observing sales encounters, studying sales performance and reports.
• Suggests improvements to our compensation strategy to motivate the sales team.
• Consistently feedback on any issues/challenges that the team are having to the relevant Ops Leader.

Supporting role in identifying gaps in performance and conduct root cause analysis

• Provide an objective assessment about the reason for the gaps in performance.
• Review soft skills as well as processes continuously improving how we do things.
• Conduct audits on live calls to ensure that the required standards in terms of legal compliance, soft skills, brand protection, business process rules and customer engagement are met.
• Please note: this is mostly managed by the Quality Assurance Team however there may be instances where additional support is required.
• Provide high-level documentation on the findings on the root cause analysis.
• Consistently feeding back to L&D with any training requirements that are needed.

Provide consistent and objective feedback

• Ensure that monthly review meetings are held with Team Leaders and provide feedback on the findings for the month.
• Provide guidance and performance feedback to consultants to improve on adherence to legal compliance requirements, customer engagement requirements.
• Provide recommendations for enhancements to training material/s.
• Engage in side-by-side coaching to help guide our consultants to success when learning to implement a new technique or approach to interacting.
• Provide Operational Management and the L&D team with feedback and updates on the types of coaching that has been completed and a synopsis of the progress of the teams i.e areas of development, training requirements and improvements.

Reporting

• Leverage off Digital support tools, QA trackers, QueueMetrics, ViciDial to track performance at team and individual level.
• Complete appropriate evaluation documents in order to audit findings.
• Provide accurate reports in line with the department’s requirements.
• Identify adverse variances and / or negative trends and proactively develop action plans to address this.
• Provide operational feedback to the Management team by identifying trends through data analysis.

General

• There may be additional requirements that come through in which case these will be managed in the KPA.
• There may be instances where the L&D team needs support with training documentation and facilitation.

Qualifications & Accreditations

• 3-4 yrs. in the FinChoice Contact Centre

Experience & Skills

• Min 2 years in the Sales area.
• Effective communication skills (verbal and written).
• Have met QA benchmarks in the last 6 months.
• Have met Sales targets in the last 6 months.
• Must be computer literate (email, internet, word and excel).
• Excellent telephone etiquette and business writing skills.

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Job Description

• PayJustNow is on the hunt for a seasoned Credit Risk Analyst to help us shape the future of inclusive finance in South Africa. While we’re known for our BNPL offering, our ambitions span far wider—touching lending, insurance, and other financial products that improve lives.
• This is not your average credit risk role. You’ll be working across multiple product lines, engaging with diverse stakeholders, and helping build scalable, data-driven risk frameworks that support innovation and responsible growth.

What You’ll Be Doing

• Integral to the development of credit risk strategies across multiple product verticals.
• Build and refine monthly credit risk packs and predictive models.
• Collaborate with internal teams and external partners to ensure seamless execution of risk strategies.
• Monitor key metrics, collections performance, and champion-challenger tests.
• Use data to solve complex business problems across profitability, marketing, and operations.
• Provide strategic insights to senior leadership and contribute to cross-functional projects.

What You’ll Bring

• A numerate degree (BSc, BCom, B Bus Sci, B Eng.).
• 2+ years in credit risk analysis, ideally across fintech, lending, or insurance.
• Advanced skills in SQL, Excel, PowerBI; Python, R, Snowflake or SAS a plus.
• Proven ability to build models, interpret data, and influence decision-making.
• Experience working in agile, multi-disciplinary teams.

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Role Overview

• The absolute legend of an Engineer we're seeking will be responsible for working within the Engineering development team to deliver new initiatives, enhancements, and resolve live issues with a full understanding of the standard system development life cycle and have a track record of delivering changes, enhancements, and new functionality.
• As a Senior Back-End Engineer, you will play a pivotal role in developing and maintaining robust, scalable and secure serverless solutions on AWS.
• The ideal candidate will have strong expertise with AWS, Node.js and SQL, among other competencies.

Key Responsibilities

• Architect and implement scalable serverless solutions on AWS following an API-first approach, considering compliance and industry standards
• Work with cross-functional teams to define and implement OpenAPI specifications, ensuring consistency and quality in your deliverables
• Design, implement, and optimise database schemas for performance and scalability
• Collaborate with front-end developers and other stakeholders to deliver high-quality, end-to-end solutions
• Being able to work with people of various technical proficiencies and communicate outcomes clearly and effectively
• Play an active role in code reviews to ensure code quality, consistency, and adherence to best practices for yourself and the team as a whole
• Your solutions are designed in a way that is testable and repeatable
• Staying up to date with the latest information, whether it be coding practices, security standards or anything that can help your team be more successful

Desired Qualifications & Experience:

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent relevant experience)
• Experience in a Fintech or other financial institution is a bonus

Technical Requirements:

• You have a proven track record as a quality back-end engineer using AWS products for more than 2 years
• You have solid experience with RESTful APIs, event-driven design and implementation
• You know your way around databases, both SQL and NoSQL
• AWS certifications are a plus
• You have an ability to work within a complex tech stack, and take an end-to-end perspective in your approach
• You treat your code as a craft, continuously honing your craft and the outcomes of your work
• You are not afraid of teamwork; in fact, you encourage it