Job Description

• To facilitate quality delivery and ensure adherence to quality standards across various business segments.
• Hello Future Quality Assure 
• Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. 
• As part of our team in MotoVantage you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.
• To ensure implementation of identified quality methodologies and improvement initiatives.

Are you someone who can:

• Participates in design of call monitoring mechanisms and quality standards. 
• Performs call monitoring and FAIS Supervision on sales and non-sales and provides trend data to Contact centre management team. 
• Uses quality monitoring tools and techniques to compile and track performance at team and individual level. 
• Participates in customer and client listening programs to identify customer needs and expectations. 
• Provides support and data to various internal stakeholders as requested. 
• Provides feedback to Contact centre agent’s and representatives’ team leaders and managers.
• Together with the Supervisor identify gaps and implement training initiatives to close these gaps. 
• Inform management of serious transgressions that requires immediate attention. 
• Work with the Team Leader to ensure that the quality goal score for call audits sits above 85%. 
• Maintain and update QA records for all staff and provide information as required to Team Leaders and Contact Centre Management Staff.  
• Do regular performance measurement and coaching sessions with individual team members and supervisors (where required) 
• Ad-hoc calibration sessions
• Submission of monthly reports by deadline
• Filing of signed monthly audits
• Send monthly audits to team and team leader
• Loading of audits, audit report, FAIS Supervision and reports, coaching registers and all QA requests on shared folder
• Refresher training on a monthly basis
• Product Specific Training as and when required.
• Listen to and transcribe voice recording queries, log on query register
• Any other reasonable requests from Contact Centre Management Staff

You will be an ideal candidate if you:

• Matric, RE and FAIS qualification
• Must have Insurance background 
• Must have minimum of 1 year Quality assurance/analyst experience

You will have access to: 

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you are: 

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment
• Thrive in a target based in environment
• Rise to the occasion under pressure