Quality Assurer

Job ID

139141

Closing Date: 08 May 2025

FAIS Affected

Job Purpose

To produce a world-class contact centre that supports great conversations between Nedbank and its clients thus ensuring that Nedbank understands and meets clients needs.

Job Responsibilities

• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
• Enhance client experience through continuous evaluation and improvement of call quality.
• Enable consultants to meet clients' needs by communicating client- experience survey information back to them.
• Build trusting relationships with internal clients by responding timeously to requests and queries.
• Build stakeholder confidence with quality management tools in their business by providing ongoing support (for example training or one-on-one help).
• Nurture the relationship with the consultants through regular communication.
• Ensure Service Level Agreements are met by assisting consultants to resolve calls and by training and coaching consultants to specific standards.
• Ensure that evaluators have a consistent understanding of measures by following the steps of the calibration process.
• Align with department coaching standards by following the required coaching model (for example GROW framework).
• Ensure adherence to Nedbank risk policies and consumer protection standards during client interactions by incorporating this as part of the evaluation process.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed; experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Support the team in achieving call targets (time to answer calls; resolving call queries) by monitoring the floor during peak times and assisting the consultants with handling customers calls.
• Ensure that interactions between consultants and clients meet required standards by conducting evaluations.
• Provide training on quality measures for new recruits by conducting workshops.
• Support new recruits' acquisition of required skills in a controlled environment (for example Masterclass and side-by-side monitoring).
• Produce consultants with the required skills through various coaching interventions such as one-on-one; triad and group coaching.
• Provide reports on efficiencies by designing and conducting external; unbiased investigations where required.
• Use evaluation results to provide service quality advice to the operational managers by assessing trends and issues.
• Ensure quality e-mail query handling by measuring the client consultant e-mail interaction against standards and suggesting improvements.
• Provide procedures and quality standards for other contact centres within Nedbank by evaluating their needs; developing proposals and ensuring implementation.
• This may include providing ongoing monitoring and coaching.
• Contribute to a culture of continuous improvement by identifying top quality performers for recognition and reward through evaluation of assessment results.

Essential Qualifications - NQF Level

Preferred Qualification

• Business Degree or Diploma, Call Centre Management Qualification

Minimum Experience Level

• 5 years call centre experience with preferably 2 years in a Team Leader role with coaching experience

Technical / Professional Knowledge

Behavioural Competencies