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.
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
Business Degree or Diploma, Call Centre Management Qualification.
2-3 years working experience as a Quality Assurer Assessor within the Short Term Insurance space within the Banking/Financial Services Industry.