Consultant, Quality Assurance at Standard Bank Group

JOB DESCRIPTION

Location: Durban/ Johannesburg

• To ensure that quality assurance evaluations are conducted across all Internal Channels areas in VAF internally, analysing of trends/patterns, conducting root cause analysis, mentoring on areas of concern and providing recommendations for improvement to relevant business units and to prevent re - occurrence and sustain continuous improvement.
• To monitor and evaluate customer interactions through (VAF Internal Channels) within VAF Operations for adherence to the Bank’s policies, procedures, process and standards
• To gather all monitored information and compile into logical reports, provide analysed feedback to relevant stakeholders, to provide trends and insight on how to improve quality in their environment.
• Identify learning and development requirements within VAF Internal Channels.
• To identify, log and track the process of continuous improvement within VAF Operations as it relates to compliance risk, knowledge, behaviour and processes.

QUALIFICATIONS

• Completed secondary school/high school/A levels/Matric
• (Risk related) Tertiary qualification would be an advantage

ADDITIONAL INFORMATION

• 1-2 years experience of Quality Assurance and Service Monitoring is preferable
• Experience in Coaching/Training is recommended
• Experience in data analysis or research would be an advantage
• Computer literacy (MS Office) essential at intermediate level
• People management experience

Technical Competencies:

• Digital Media Applications
• Effective Design
• Quality Assurance