Who we are!Sanlam Personal Loans (SPL) was established 23 years ago and is now part of a newly established Fintech business within the Sanlam Group, on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market; at the same time provide a compelling career and development proposition that will enable them to realize their dreams.What will you do?This role reports to the Quality Assurance Team leader who plays a pivotal role in supporting the Quality Assurance Team and Business Stakeholders with delivering Quality Assurance requirements. This role will be required to work on Verint and QAD Data Analysis via the BI Tool. Maintain and analyse systems used for speech analytics. In addition to this the successful candidate will be required to present findings back to the relevant stakeholders.What will make you successful in this role?Passionate and enthusiastic about excellence and attention to detail.Excellent organisational skills.Managing projects.Create reports that provide Quality Assurance Data.Knowledge and data analysis skills.Strong knowledge of financial services.Excellent communication skills, both written and verbal.Self Managed.Comfortable with ambiguity in a fluid organisation.Being aligned to business values: Care, Collaboration, Innovation, and Integrity.Role and ResponsibilitiesProvide Continuous Improvement Reporting by analysing current processes, procedures and system functions and actively seeking points of inefficiencies.Investigate, monitor and resolve system issues on the centralized interaction analytics tool set by working with technology teams on operational issues and fixes.Log access for the QAD new recruits.Interact with Telephony and BI to resolve any Verint Queries and reports issues experienced by QAD team.Responsible for creating forms, designing, amendment, updates and form maintenance.Log for any AQM related issues.Taking QAs through the new developments on Verint.Provide speech analytics support.Maintain Business Solution Partnership to assist business decision-making.Act responsibly with work related resources in order to contribute to cost containment.Build and maintain stakeholder relationships.Provide support and act as a feedback channel for quality issues revealed through interaction analysis between agent and customer.Provide feedback to Customer Experience.Support teams in order to optimize end-to-end processes and procedures.Provide ongoing intelligence on customers and competitors using interaction analytics.Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.Qualification and ExperienceB Com Preferred or relevant NQF level.MS Office, particularly Advanced Excel (advanced users only).Experience in data analytics.Experience in report writing.Build a successful career with usWe're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.Turnaround timeThe shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.Our commitment to transformationThe Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.
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