Quality Assurer

2 weeks ago

Durban, South Africa Nedbank Full time

**Job Classification**
- Job Family- Credit
- Career Stream- Credit Management
- Leadership Pipeline- Manage Self: Technical
- FAIS Affected**Job Purpose**
- To evaluate the quality of calls made by call centre agents in line with Nedbank policy.

**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
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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