Compliance Operations Quality Assurance Speciialist Compliance Operations Quality Assurance Speciialist Mukuru has an opportunity available for a Compliance Ops Quality Assurance Specialist to join the Operations team based in Cape Town.
As a Compliance Operations Quality Assurance Specialist, your role involves evaluating customer interactions across various channels, including calls, chats, and emails. Your focus will be on maintaining and improving the quality standards. The primary objective is to ensure that Compliance Ops consultants adhere to quality standards, compliance requirements, and approved scripts and scorecards. This role also involves close collaboration with the Compliance and AML teams to meet and exceed customer expectations through effective quality management.
The specialist reports directly to the Quality Assurance Team Lead. Internally, you will collaborate with various teams, including the Customer Support and CXI Teams, as well as other relevant internal stakeholders. External liaising involves interacting with customers and business partners.
Key Duties and Responsibilities (include but is not limited to): Quality Assurance Perform interaction evaluations, live monitoring, quality audits and provide trend data analysis to the management team
Participate in designing scripts, scorecards, and product knowledge base.
Provide feedback to management through daily, weekly and monthly reporting areas for improvement
Document customer support and compliance operations standard operating processess and identify areas of improvement
Ensure security measures, GDPR and POPIA are in place within the Compliance Ops team
Conduct and manage calibration sessions with the Compliance Operations team
Responsible for increasing the Compliance Operation department's customer satisfaction
ratings on all channels by ensuring that the team provides exceptional customer service
Continuously examine opportunities for quality improvements within the Compliance Operations team
Conduct regular coaching sessions with consultants and team leaders
Ensure communication etiquette is adhered to in accordance with quality assurance standards
Monitor and manage own targets
Ensure that Compliance Operations team product knowledge is in accordance with quality
assurance standards
Participate in all required compliance training and assessments
Key Requirements: Grade 12 or equivalent3 5 years customer service experience (Essential)1 2 years' QA experience in a call centre environment (Essential)Understanding of Compliance Operation processes, Payment Operations, Field Agents andRemittance (Essential)Knowledge of money transfer proceduresKnowledge of FICA, POPI & GDPR regulationsKnowledge of African currenciesKnowledge of customer service principlesKnowledge of communication techniques and practicesKnowledge of sales techniquesKnowledge of call, chat and email scriptingKnowledge of Customer satisfaction analysisKnowledge of SOP CreationKey competencies and skills: Self-managed, reliable, and confidentAble to think independently and creative thinkerAnalytical and attention to detailAbility to handle multiple tasks/projectsAbility to adapt well to new situations and shifting prioritiesMust be flexible with scheduleMicrosoft OfficeOrganisational & administrative skillsPerseveranceProblem SolvingIntegrityEmpathyVisionAbility to read customersI am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited" Maybe you are just the future Mukurian we need!! Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a 'work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers. If you do not receive any response after two weeks, please consider your application unsuccessful. NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS
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