Quality Control Specialist

16 hours ago

Cape Town, Western Cape, South Africa Banxso Full time
Job Summary

The Quality Control Officer is responsible for ensuring that our organisation meets its internal rules and legislative guidelines related to compliance obligations. This role involves providing constructive feedback to sales agents, analysing performance data, and collaborating with management to improve sales outcomes while maintaining ethical standards.

Key Responsibilities
  • Evaluate and record customer interactions against customer experience, business process, and regulatory compliance requirements.
  • Provide feedback to sales agents on the quality of calls assessed against defined evaluation criteria.
  • Provide feedback reports to upper Management on a weekly and monthly basis.
  • Highlight suspected fraud, risk, or non-compliance cases when identified both internally and externally.
  • Arrange and contribute to calibration sessions with operations teams and report to the manager on the status of impacted areas within the business.
  • Communicate relevant information to the QC Manager and relevant internal stakeholders in a professional and timely manner.
  • Perform administrative duties, including maintenance and update of statistics, formulation of provisional input to enable the QC Manager to effectively finalise management reports.
  • Writing and collating input regarding projects and ad-hoc duties to the QC Manager.
  • Identify risk areas, recommend system and operational changes, and report on these areas to the QC Manager.
  • Ensure general confidentiality and security measures are met, including regulatory compliance measures (FAIS & FICA, & POPIA) and that they are continuously monitored within all relevant departments.
  • Uncover fresh business insights within customer success, onboarding sales, and CS teams.
  • Attend to and investigate complaints in a holistic manner by performing a root cause analysis escalated from relevant stakeholders under the guidance of the QC Manager.
  • Facilitate in the on-boarding of new agents around QC training together with business trainer.
  • Generate and present regular quality assurance reports and metrics to the QC Manager, highlighting areas of risk for improvement and progress.
  • Drive success on all financial/online trading campaigns.
  • Together with the business trainer, update the sales department scripting based on customer requirements.
  • Strong and adaptable communication skills with the ability to influence, coach, and motivate.
  • Develop scorecards for financial/online trading services aligning with the global industry standard.
  • Manage own professionalism and self-development.
  • Monitor and manage own targets.
  • Participate in all required internal and external compliance training and assessments.
  • Participate in design of call monitoring formats, processes, and quality standards.
  • Perform any other ad-hoc duties assigned by the QC Manager.
Requirements
  • Matric, Diploma or Equivalent
  • Proven experience in telesales or related field.
  • Strong experience in call centre quality assurance methodologies and processes.
  • Strong understanding of telesales compliance regulations and requirements.
  • Excellent communication and interpersonal skills.
  • Analytical mindset with the ability to use data to drive improvement.
  • Proficiency in using call monitoring and recording software.
  • Detail-orientated with a commitment to accuracy.
  • Ability to work independently and collaboratively as a part of a team.
Benefits
  • Medical aid with Discovery (100% contribution)
  • Gym membership (100% contribution)
  • Group risk benefits (100% contribution)
  • Onsite parking
  • Breakfast snack, lunch, and refreshments

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