Quality Assurer at Nedbank

Job Purpose

• To provide advice, coach and support contact centre agents, back-office staff and administrators to improve the quality of service provided to the external and internal clients in order to minimise security risks against the Bank as well as manage the Bank's Net Promoter Score.

Job Responsibilities

• Recommend and advise the necessary action to be taken where performance gaps have been identified to improve workflow efficiency.
• Provide support and advice on the necessary actions to be taken where performance gaps have been identified during the conversation between an agent and a client through various coaching methodologies.
• Provide feedback within the turn around time to the agent and team leader by arranging a meeting to discuss the results of the assessment.
• Reiterate the Business Key Performance indicators through Group Coaching sessions.
• Support the Business with ad-hoc functionality.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
• Build and maintain relationships with internal and external stakeholders through effective communication and engagement at all levels.
• Delivering on ad-hoc requests from external stakeholders to enhance the relationship.
• Utilisation of the evaluation form to assess the agent/client interaction by analysing the interaction / correspondence.
• Monitor and drive the correct agent behavior and system usage on all interactive channels.
• Ensure random interactive assessments are performed consistently and agents are complying with  Policies and Procedures.
• Identify negative agent quality related behaviors through performance gaps and effectively coach them to improve.
• Maintain and celebrate good and consistent agent behaviours.
• Escalate all Process Gaps and Training intervention needs which were identified during client interactions.
• Keep abreast  and comply to legislation and other industry changes that impacts on role.
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g.staff surveys etc).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Certificate or Diploma in Quality Assurance / Coaching Certificate

Minimum Experience Level

• Risk or financial experience
• VAF Experience
• Presenting Skills

Technical / Professional Knowledge

• Microsoft Office
• Administrative procedures and systems
• Business writing skills
• Data analysis
• Relevant software and systems knowledge
• Banking knowledge
• Banking procedures
• Cluster Specific Operational Knowledge
• Business principles
• Business terms and definitions

Behavioural Competencies

• Quality Orientation
• Planning and Organizing
• Building Customer Loyalty
• Continuous Improvement
• Collaborating
• Influencing
• Decision Making
• Building Partnerships