Analyst, Quality Control - Johannesburg at Standard Bank Group

JOB DESCRIPTION
To ensure the effective and efficient implementation of the quality control within the CRR Contact Centre by: 

• Analysing and auditing calls made by Account Management Consultants.
• Address any inconsistencies relating to CRR contact centre processes and Procedures.     Supporting leadership in CRR in terms of initiatives & focuses and to QC audit projects implemented.
• To support Team leaders in the Rehabilitation of bottom Performers by providing trends and insights on the AMC.
• To engage with relevant business stakeholders such as Team leaders, Learning and Development, QA and Operations toTo further consolidate all findings, reports and escalations by creating meaningful insights around process and procedure wastages and opportunities within the dialler contact Centre.
• co-create effective plans that will improve AMC efficiencies in the Contact Centre and reduce risk.

QUALIFICATIONS
Completed Matric

• Degree Business Commerce

Experience

• 3 - 4 years experience in call centre or general banking. Experience in Collections and Compliance would be an advantage, Dialler and MIS basic knowledge would be an advantage
• 3 - 4 years knowledge of SBSA’s laid down policies and procedures relating to the contact centre and collections. Knowledge of Group Reference Guide (GRG), banking processes and procedures. Good report writing skills

ADDITIONAL INFORMATION
Behavioral Competencies

• Articulating Information
• Checking Details
• Developing Strategies
• Documenting Facts
• Establishing Rapport

Technical Competencies

• Audit Report Writing
• Business Process Improvement
• Quality Control
• Quality Management System Support
• Root Cause Analysis