Quality Assurance Assessor

6 days ago

Johannesburg, South Africa Nedbank Full time

**Talent Acquisition Consultant
**Ayanda Tshabalala - Req ID 115955

Location

Johannesburg

**Job Purpose**

To produce a world-class contact centre that supports great conversations between Nedbank and its clients thus ensuring that Nedbank understands and meets clients needs.

**Responsibilities**:

- 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.
- Enhance client experience through continuous evaluation and improvement of call quality.
- Enable consultants to meet clients' needs by communicating client
- experience survey information back to them.
- Build trusting relationships with internal clients by responding timeously to requests and queries.
- Build stakeholder confidence with quality management tools in their business by providing ongoing support (for example training or one-on-one help).
- Nurture the relationship with the consultants through regular communication.
- Ensure Service Level Agreements are met by assisting consultants to resolve calls and by training and coaching consultants to specific standards.
- Ensure that evaluators have a consistent understanding of measures by following the steps of the calibration process.
- Align with department coaching standards by following the required coaching model (for example GROW framework).
- Ensure adherence to Nedbank risk policies and consumer protection standards during client interactions by incorporating this as part of the evaluation process.
- 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.
- Support the team in achieving call targets (time to answer calls; resolving call queries) by monitoring the floor during peak times and assisting the consultants with handling customers calls.
- Ensure that interactions between consultants and clients meet required standards by conducting evaluations.
- Provide training on quality measures for new recruits by conducting workshops.
- Support new recruits' acquisition of required skills in a controlled environment (for example Master class and side-by-side monitoring).
- Produce consultants with the required skills through various coaching interventions such as one-on-one; triad and group coaching.
- Provide reports on efficiencies by designing and conducting external; unbiased investigations where required.
- Use evaluation results to provide service quality advice to the operational managers by assessing trends and issues.
- Provide procedures and quality standards for other contact centres within Nedbank by evaluating their needs; developing proposals and ensuring implementation.
- This may include providing ongoing monitoring and coaching.
- Contribute to a culture of continuous improvement by identifying top quality performers for recognition and reward through evaluation of assessment results.

Minimum Experience Level
- 2 years in a Team Leader role with coaching experience
- 2 years - experience as a sales and or service Quality Assurance

Essential Qualifications - NQF Level
- Matric / Grade 12 / National Senior Certificate

Preferred Qualification

Business Degree or Diploma, Call Centre Management Qualification.

Type of Exposure
- Coaching (specifically using the Goal-Review-Options-Wrap up (GROW) framework
- Working with a group to identify alternative solutions to a problem
- Completing various administrative and secretarial duties (e.g.; answering phones; making copies; filing)
- Managing conflict situations
- Comparing two or more sets of information
- Interacting with external clients
- Working in a fast-paced and changing environment
- Tracking cost against a budget
- Working in a team
- Working with spread sheets

**Technical / Professional Knowledge**
- Administrative procedures and systems
- Data analysis
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Banking knowledge
- Banking procedures
- Cluster Specific Operational Knowledge
-

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