Quality Assurance Assessor

Job Description

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.

Responsibilities + Skills

Coaching (specifically using the Goal-Review-Options-Wrap up (GROW) frameworkWorking with a group to identify alternative solutions to a problemCompleting various administrative and secretarial duties (e.g.; answering phones; making copies; filing)Managing conflict situationsComparing two or more sets of informationInteracting with external clients

Education

Business Degree or Diploma, Call Centre Management Qualification.

Experience

2-3 years working experience as a Quality Assurer Assessor within the Short Term Insurance space within the Banking/Financial Services Industry.

Job Summary

  • Published on: Wednesday, 4th December 2019
  • Designation: Quality Assurance Assessor
  • industry: Finance
  • Vacancy: 1
  • Employment Status: Full-time
  • Job Location: Johannesburg
  • Salary: on a call
  • Gender:
  • Application Deadline: Wednesday, 4th December 2019

About the Company

  • Company Name: Nedbank Recruiting.
  • Address:
  • Website: https://www.nedbank.co.za/
  • Company Profile:
  • Staying abreast of the various IFRS 9 modelling methodologies across retail and wholesale productsContributing to development aspects of the loss forecasting and stress testing framework and keeping the framework up to date as the methodology evolvesConducting ad hoc analysis on IFRS 9 PD, EAD, LGD and Survival models, as well as overall impairment calculations, for retail as well wholesale-type portfoliosConducting independent credit risk stress testing related research and using it as input into proposals and strategiesEngaging with various stakeholders across the organisation (including risk and finance) to discuss methodological aspects, business assumptions and results from the loss forecasting work stream

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