Call Centre Quality Assurer

Job Description

About us, purpose, experience and qualifications
about us
Helpful Effective Ethical Innovative Accountable and you have one simple goal: to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team. All appointments will be made in line with the Bank’s Employment Equity plan The Bank actively supports the recruitment and advancement of individuals with disabilities. We recommend that candidates be encouraged to declare their disability and consult the Bank should they require reasonable accommodation.

Responsibilities + Skills

Build and maintain stakeholder relationships.Maintain, analyse and audit phrases, topics,call reasons and trends using speech analytics.Maintain Business Solution Partnership toassist business decision-making.Maintaining the fusion system by ensuring allsystem issues are logged and tracked, resulting in fixes and enhancements.


Facilitatequality delivery across the various teams by monitoring quality adherence andcompliance to quality standards and ensure implementation of identified qualitymethodologies and improvement initiatives.Provide Continuous Improvement Reporting by analysingcurrent processes, procedures and system functions and actively seeking pointsof inefficiencies.Continuously assess performance, provide timelyand clear feedback and request training where appropriate.Act responsibly with work related resources inorder to contribute to cost containment.Contribute to a culture of service excellence,which builds positive relationships and provides opportunity for feedback andexceptional service.


Ensuring adherence to quality standards across all areas of the business.experience and qualificationsGrade 12 plus Degree or Diploma.1 to 3 Years experience in data collection, analysis, evaluation and interpretatio

Job Summary

  • Published on: Friday, 27th September 2019
  • Designation: Call Centre Quality Assurer D
  • industry: Retail
  • Vacancy:
  • Employment Status: Full-time
  • Job Location: Johannesburg
  • Salary: not
  • Gender:
  • Application Deadline: Friday, 27th September 2019

About the Company

  • Company Name: FirstRand.
  • Address: PO Box 650149 Benmore, 2010
  • Website:
  • Company Profile:
  • FirstRand knows firsthand about banking. The company's FirstRand Bank Holdings operates FirstRand Bank and First National Bank in southern Africa, as well as asset financing firm WesBank and investment bank Rand Merchant Bank. FirstRand Limited owns and operates more than 750 branches and approximately 6,000 ATMs in South Africa, Botswana, Lesotho, Mozambique, Namibia, Swaziland, and Zambia. It also has a presence on every continent except Antarctica, with an international focus on Asia, Australia, the Middle East, and the UK. The company's activities encompass retail and private banking, corporate and investment banking, insurance, and asset management. 

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