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Financial Services Quality Assurance Specialist

1 week ago

Johannesburg, Gauteng, South Africa Bidvest Bank Limited Full time

Job Description:

We are seeking a highly skilled Financial Services Quality Assurance Specialist to join our team at Bidvest Bank Limited. As a key member of our organization, you will be responsible for ensuring that our customer service team provides exceptional service to our clients.

The ideal candidate will have experience with coaching, training, and motivating employees, as well as 2-5 years supervisory experience within the financial sector.

In this role, you will oversee teams within the environment with specialized skills in fraud, telephone, outbound and inbound, and system-related functionalities. You will also create and set targets and goals for improvement, maintain staff morale and motivation within the service level agreement.

Key Responsibilities:
  • Quality Assurance: Monitor, track, and communicate agent feedback with internal and external clients
  • Fraud Prevention: Minimize financial fraud losses by ensuring prompt action is taken on visa and transactional alerts
  • Training and Development: Ensure all agents complete all Bank-related training within deadlines
  • Client Relationships: Engage with clients and resolve conflict