Quality Assurer

Job ID

139141

Closing Date: 08 May 2025

FAIS Affected

Job Purpose

To produce a world-class contact centre that supports great conversations between Nedbank and its clients thus ensuring that Nedbank understands and meets clients needs.

Job Responsibilities

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.
Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems.
Enhance client experience through continuous evaluation and improvement of call quality.
Enable consultants to meet clients' needs by communicating client- experience survey information back to them.
Build trusting relationships with internal clients by responding timeously to requests and queries.
Build stakeholder confidence with quality management tools in their business by providing ongoing support (for example training or one-on-one help).
Nurture the relationship with the consultants through regular communication.
Ensure Service Level Agreements are met by assisting consultants to resolve calls and by training and coaching consultants to specific standards.
Ensure that evaluators have a consistent understanding of measures by following the steps of the calibration process.
Align with department coaching standards by following the required coaching model (for example GROW framework).
Ensure adherence to Nedbank risk policies and consumer protection standards during client interactions by incorporating this as part of the evaluation process.
Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters; websites and attending sessions.
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 knowledge with team.
Support the team in achieving call targets (time to answer calls; resolving call queries) by monitoring the floor during peak times and assisting the consultants with handling customers calls.
Ensure that interactions between consultants and clients meet required standards by conducting evaluations.
Provide training on quality measures for new recruits by conducting workshops.
Support new recruits' acquisition of required skills in a controlled environment (for example Masterclass and side-by-side monitoring).
Produce consultants with the required skills through various coaching interventions such as one-on-one; triad and group coaching.
Provide reports on efficiencies by designing and conducting external; unbiased investigations where required.
Use evaluation results to provide service quality advice to the operational managers by assessing trends and issues.
Ensure quality e-mail query handling by measuring the client consultant e-mail interaction against standards and suggesting improvements.
Provide procedures and quality standards for other contact centres within Nedbank by evaluating their needs; developing proposals and ensuring implementation.
This may include providing ongoing monitoring and coaching.
Contribute to a culture of continuous improvement by identifying top quality performers for recognition and reward through evaluation of assessment results.