As a Quality Assurance Specialist you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems and offer daily feedback via verbal & written communication.
Evaluating Call Quality
Assist operations in tracking, documenting, and reporting on quality levels
Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
Interpret, build upon, and comply with company quality assurance standards
Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
Document quality assurance activities with internal reporting and audits
Participate in the design of the call monitoring framework, quality standards and the associated checklists.
Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.
Prepare and analyse quality reports for management staff review.
Provide feedback and input into enhancements of processes, training and systems based on trends.
If required, assist with the coaching of agents based on findings.
If required, may answer phone calls, respond to written inquiries, and handle "escalated" issues in support of work performed by agent.
Quality, Consistency and Compliance
Maintain QA standard and ensure error rate does not exceed accepted variance
Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in engagements.
Ensure adherence to all relevant legislation and regulations as set out by the Company, FSCA, and the Financial Services industry
Work collaboratively
Build a culture of respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions
Self-Management
Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Demonstrate consistent application of internal procedures
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs
Minimum Academic, Professional Qualifications & Experience required for this position
Grade 12 with English and a second language
Relevant qualification will be advantageous
1 – 2 years' experience in a Quality Assurance environment or Call Centre Sales environment preferred
Meets FAIS Fit & Proper requirements as per legislation – RE5 (essential)
Functional Competencies
Excellent listening and administrative skills
Proficient in the use of MS Office
Ability to assess calls and provide insight and value-added feedback to management
Ability to understand SOP'S and ensure adherence to internal processes at all times
Knowledge of QA metrics, Variance reports and calibration sessions
Accuracy and attention to detail
Ability to meet deadlines
Essential
Evaluating problems
Investigate Issues
Building Relationships
Communicating Information
Showing Resilience
Adjusting to change
Giving Support
Processing Details
Structuring Tasks
Execution and Results
Customer centered
Planning and Improvement
Ethics and Compliance
Adaptability
Behaviours
Energy
Passion
Respect for others
Honest and Fair
Creativity
Positive Attitude
Courage
Tenacity
Achieves Results
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