Training & Quality Assessing Specialist (Operations)

3 days ago

Cape Town, South Africa Prodigy Finance Limited Full time

**Prodigy Finance - who are we?**

Prodigy Finance is a platform that delivers socially responsible financial services; making it possible for students from more than 130 countries to fulfill their dream of studying at the world’s top universities and schools by financing their international postgraduate studies. Our purpose is to democratise access to lifechanging education, whilst delivering competitive financial and social returns to alumni, institutional and private investors.

Our borderless and innovative model enables education loan financing to students from across the globe, whilst using predicted post-degree affordability rather than present-day salary in assessing creditworthiness. Since 2007, Prodigy Finance has extended over US$1 billion through the platform to fund over 25,000 students.

We are funded by some of the most highly regarded and pre-eminent financial institutions in the world, including Index Ventures, Balderton Capital, Credit Suisse, Deutsche Bank, and more recently the US DFC and CPPIB.

**What will you do in the role?**

As our trainer/ quality specialist, you will be responsible for training and quality assurance within the Operations department and be fully accountable for managing customer interactions, processes and systems around servicing our loans.

You will work closely with the teams to identify training gaps/ needs and ensure that all new staff are fully competent in their new roles, while you monitor the quality of our customer interactions to ensure we deliver a world-class customer experience in our Repayments and Collections teams.

**What are some of the responsibilities of this role?**
- Collaborate with the broader team to define the gold standard of customer experience across the operations value chain.
- Manage the creation, updating, maintenance and version control of e-learning modules and assessments for staff to self-assess.
- Work closely with Team Leaders and Managers to improve the quality of customer service delivered by our Servicing and Collection teams.
- Work with Operations to identify gaps and opportunities in training material and how we engage with customers.
- Assist with quality assurance checks across the customer-facing collections and servicing teams
- Ensure all quality and compliance assurance requirements are met
- Support business updates through quality assurance feedback and monitor adherence to changes
- Facilitate QA criteria updates and how they align to collections conversion, compliance and customer service
- Manage the quality system within the collections and servicing space
- Calibration, feedback and reporting on the Collections and servicing teams’ quality performance
- Plan, schedule and monitor the calibration process between QA, Customer Experience, team leaders and training
- Track main actions and progress and highlight positive and negative trends on a weekly and monthly basis
- Escalate major quality, service and compliance issues to management
- Identify with the team leaders any common areas of concern, and work with the Operations Managers to undertake remedial action and escalate as appropriate
- Managing your attendance, timekeeping and personal effectiveness to maintain required SLAs and/or turnaround times on borrower communication/queries
- Work with other teams and customers i.e. inter-functional assistance and feedback
- Hit targets in a fast-paced, high volume and high-quality customer services environment
- Ensure weekly tasks are completed
- Expressing & boldly being the brand and values ambassador and lead in how we induct in-house training.
- Execution of training and change management in a way that is fun, positive and translates into quick and effective adoption of the changes in the Operations department.
- Strong attention to detail and administrative discipline; able to identify and escalate any errors when made by any part of the team or business.
- Ability to keep our teams current and relevant by sourcing “good” and “bad” examples of service experiences, doing root cause analysis and showcasing these as learning opportunities.
- Being able to connect via video conferencing, travel where need be and work well with teams across the world.

**Qualifications and experience**
- Degree/ Qualification in Training or another relevant field
- Experience working as a Trainer, Coach or Training Facilitator within financial services or similar
- Experience working as a Quality assessor within financial services or similar
- Experience determining training needs and implementing a training cycle
- Extensive change management ability and proven change management experience
- Experience creating quality scorecards
- Proven track record of developing e-learning content and effective rollouts
- Experience with quality monitoring and in-depth understanding of KPIs
- Highly flexible and able to adjust to an ever-changing high-pressure environment
- Excellent verbal and written communication skills
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