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Quality Assurer
1 month ago
What will you do?
This role reports to Quality Assurance Team Leader in the Quality Assurance Department. The purpose of the role is to ensure the contact centre meets quality and compliance standards. The incumbent will be required to assess the quality of agent interactions with customers in line with regulatory and process requirements, by highlighting risks in agent interaction with the customer. Escalate risks through an established escalation process to commence corrective action and remediation.
What will make you successful in this role?
A high level of attention to detail with excellent organizational skills
Planning and Organising
Give input on idea and innovations to improve contact centre processes
Problem solving
Analyse Quality data at a high level
Proficient in a second language
Flexible and able to engage at all levels.
Deliver quality work within turn around times.
Excellent communication skills, both written and verbal.
Strong knowledge of financial services.
Being aligned to business values, Care, Collaboration, Innovation and Integrity
Qualification and Experience
Knowledge of Fraud and Judgemental Credit.
Knowledge of Customer Service, Escalations and disputes.
Knowledge of Collections pre legal, legal, EDCs and Reloads.
5 years Call Centre experience a must.
3 years of Quality Assurance experience.
Knowledge of LMS System
Knowledge of how the FTP site works.
Knowledge of a Risk and Compliance Frameworks is a must.
MS Office, particularly Excel
Qualification
Must have a FAIS qualification.
Role and Responsibilities
Meet daily set mandates.
Call & Multimedia auditing to ensure adherence to Compliance, SOP and TCF set standards.
Compiling reports and share them with relevant stakeholders.
Hosting calibrations and coaching sessions with the contact centre in order to improve Compliance
Completing Customer journey report and FCR report and presenting findings to relevant stakeholders.
Complete speech and other deep dives.
Highlight Trends to Operations
Check risks and share the findings with relevant stakeholders.
Roll out of a Risk Categorisation Framework High, Medium and Low Risk
Prepare the mandate split which is risk based.
Request calls from the EDCs via CAS and FTP sites.
Updating QAD Dashboard.
Present in Manco sessions monthly for the Operations area the incumbent is responsible for
Build and maintain stakeholder relationships.
Drive adherence to quality processes by agents and team leaders.
Maintain Business Solution Partnership to assist business decision-making
Personal Attributes
Manages conflict - Contributing independentlyCommunicates effectively - Contributing independentlyPlans and aligns - Contributing independentlyOptimises work processes - Contributing independently
Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independently
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
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