Title:  Campaign Analyst

Job Req

146536

Closing Date

06 July 2026

Location

Sandton

Job Purpose

To provide advice, coach and support contact centre agents to improve the quality of service provided to the external and internal clients in order to minimise security risks against the Bank as well as manage the Bank's Net Promoter Score.

Job Responsibilities

• Recommend and advise the necessary action to be taken where performance gaps have been identified to improve workflow efficiency.
• Provide support and advice on the necessary actions to be taken where performance gaps have been identified during the conversation between an agent and a client through various coaching methodologies.
• Provide feedback within the turn around time to the agent and team leader by arranging a meeting to discuss the results of the assessment.
• Reiterate the Business Key Performance indicators through Group Coaching sessions.
• Support the Business with ad-hoc functionality.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
• Build and maintain relationships with internal and external stakeholders through effective communication and engagement at all levels.
• Delivering on ad-hoc requests from external stakeholders to enhance the relationship.
• Utilisation of the evaluation form to assess the agent/client interaction by analysing the interaction / correspondence.
• Monitor and drive the correct agent behavior and system usage on all interactive channels.
• Ensure random interactive assessments are performed consistently and agents are complying with  Policies and Procedures.
• Identify negative agent quality related behaviors through performance gaps and effectively coach them to improve.
• Maintain and celebrate good and consistent agent behaviours.
• Escalate all Process Gaps and Training intervention needs which were identified during client interactions.
• Keep abreast  and comply to legislation and other industry changes that impacts on role.
• 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 with team.
• 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.

Essential Qualifications - NQF Level

Preferred Qualification

• Certificate or Diploma in Quality Assurance / Coaching Certificate

Minimum Experience Level

• 2- 3 years experience in contact centre environment at a supervisory level.
• 1-2 years coaching experience (preferable)

Technical / Professional Knowledge

Behavioural Competencies