What will you do?

• This role reports to Quality Assurance Team Leader in the Quality Assurance Department. The purpose of the role is to ensure the contact centre meets quality and compliance standards. The incumbent will be required to assess the quality of agent interactions with customers in line with regulatory and process requirements, by highlighting risks in agent interaction with the customer. Escalate risks through an established escalation process to commence corrective action and remediation.

What will make you successful in this role?

• A high level of attention to detail with excellent organizational skills
• Planning and Organising
• Give input on idea and innovations to improve contact centre processes
• Problem solving
• Analyse Quality data at a high level
• Proficient in a second language
• Flexible and able to engage at all levels.
• Deliver quality work within turn around times.
• Excellent communication skills, both written and verbal.
• Strong knowledge of financial services.
• Being aligned to business values, Care, Collaboration, Innovation and Integrity 

Qualification and Experience

• Knowledge of Fraud and Judgemental Credit.
• Knowledge of Customer Service, Escalations and disputes.
• Knowledge of Collections pre legal, legal, EDCs and Reloads.
• 5 years Call Centre experience a must.
• 3 years of Quality Assurance experience.
• Knowledge of LMS System
• Knowledge of how the FTP site works.
• Knowledge of a Risk and Compliance Frameworks is a must.
• MS Office, particularly Excel 
• Qualification

Role and Responsibilities

• Meet daily set mandates.
• Call & Multimedia auditing to ensure adherence to Compliance, SOP and TCF set standards.
• Compiling reports and share them with relevant stakeholders.
• Hosting calibrations and coaching sessions with the contact centre in order to improve Compliance
• Completing Customer journey report and FCR report and presenting findings to relevant stakeholders.
• Complete speech and other deep dives.
• Highlight Trends to Operations
• Check risks and share the findings with relevant stakeholders.
• Roll out of a Risk Categorisation Framework i.e High, Medium and Low Risk
• Prepare the mandate split which is risk based.
• Request calls from the EDCs via CAS and FTP sites.
• Updating QAD Dashboard.
• Present in Manco sessions monthly for the Operations area the incumbent is responsible for
• Build and maintain stakeholder relationships.
• Drive adherence to quality processes by agents and team leaders.
• Maintain Business Solution Partnership to assist business decision-making