Quality Assessor

**Job ID**:13357**Position Type**:Full-Time**Job Function**:Services & Other**Workplace Type**:
**Division**:TFG Financial Services**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
**Quality Assessor
**A challenging position exists in the Financial Services Credit Sales and Services department for an analytical yet vibrant individual to join the QA team.**
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**Your key outputs would include**:

- Monitors adherence to QA standards as described in the evaluation tool
- Identify non adherence and potential risks based on the relevant legislation and business requirements
- Ensure that evaluations are completed within the agreed timelines
- Monitor, report and analyse quality, customer satisfaction metrics by identifying trends and root causes
- Understand operations performance of quality metrics and share best practices
- Manage and execute feedback by providing trend data and make recommendations for changes to process, procedures, knowledge, design, quality measurement and training.
- Identify opportunities based on QA that supports training needs, knowledge gaps and process improvements and escalate to the relevant stakeholders
- Adhere to a detailed outline for the effective management of quality and credit governance to enable compliance and service offering efficiencies.
- Ensure fairness and consistency in assessment practices
- Execute business coaching principles diligently and effectively in line with EX and CX standards.
- Meet quarterly Quality Assessors accreditation KPI’s to ensure that QA principles are being adhered to.
- Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support standards.
- Ensure consistent compliance to company policies and procedures, credit governance and legislation
- Investigate all non-compliance issues and provide recommendations to ensure corrective action
- Matric
- Relevant qualification (advantageous)
- FAIS RE5 accredited (advantageous)
- Be willing to commit to continuous learning
- Minimum 2yrs Quality Assessor and business coaching experience
- 2yrs experience in a contact centre environment
- Working experience with voice logging systems
- Intermediate MS Office skills
- Excellent written and communication skills
- Strong numerical and analytical skills
- Ability to work in a pressurized and deadline driven environment
- Effectively persuade and influence relevant stakeholders
- Excellent attention to detail, planning and problem solving skills