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Trade Quality Expert

3 weeks ago

Pretoria, Gauteng, South Africa Ig Group Full time

About the Job

We're looking for a skilled professional to join our Trading Services team as a Trade Quality Expert. In this role, you'll be responsible for evaluating client interactions across multiple channels and providing actionable feedback to our teams.

You'll work closely with our analysts and trainee sales traders to develop a deep understanding of our procedures, policies, and processes, aligning evaluations with business objectives.

Your Key Responsibilities

  • Evaluate client interactions via phone, email, and chat to assess service quality.
  • Analyze internal quality metrics and CSAT scores to identify areas for improvement.
  • Collaborate with the Trading Services team to implement performance improvements and ensure high standards of client service.
  • Develop a deep understanding of our procedures, policies, and processes to align evaluations with business objectives.
  • Suggest areas for service delivery improvement based on client interaction trends and recurring issues.
  • Work closely with the Training and Development team to align training materials with evaluation results.
  • Monitor team performance against established quality metrics and KPIs.
  • Create and update internal feedback forms and evaluation tools.
  • Communicate findings and recommendations to management and other relevant teams.