Job Purpose

• Conduct audit and re-evaluation of telephone conversations, to ensure correct and appropriate information and advice is given to team members. Capture evaluation on the relevant system. Monitor the adherence to the TIH Service Way behaviours to enhance customer experience.

Responsibilities

• Quality Audit
• Work within established quality audit systems to evaluate all forms of communication to the customer and provide support as needed. Escalate potential risk to relevant department when identified.
• Operational Compliance
• Develop knowledge and understanding of the organisation’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Assist to reduce risk to company through effective quality and compliance evaluations. Ensure internal and external statutory compliance of all interactions.
• Data Collection & Analysis
• Collate and analyse data using pre-set tools, methods and formats. Involves working independently. Highlight / alert business to potential risks (e.g. fraudulent activities ) and any other consultant behavioural trends. Identify incorrect system data and notify relevant stakeholders. Ensuring effective feedback to management and suggestions on business and process improvements.
• Quality Testing
• Carry out a specified range of complex tests to verify that specifications are met and to reject nonconforming material or articles. Ensure quality and correctness of employee / client interactions and accuracy of the information captured onto the internal system (e.g. AS400).
• Administration
• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Learning Needs Analysis
• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels. Identify training needs within the department.
• Internal/External Client Relationship Management
• Build effective working relationships within the internal/external client organisation, delivering high-quality professional services with guidance from senior colleagues.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Remain up-to-date and informed on all changes and new products.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)  (Required)

Experience

• 3 years experience in Call Centre environment within Financial Services Industry (Essential);
• Coaching experience (Advantageous).