QC Officer

JOB SUMMARY:

The QC Officer is responsible for the implementation of processes and procedures to ensure internal rules and legislative guidelines in respect of compliance related obligations are being met. The QC Officer is appointed to safeguard the organisation from regulatory action and provide advisory services to ensure ongoing compliance obligations are successfully achieved and aligned with legislation requirements.

This role involves providing constructive feedback to agents, analysing performance data and collaborating with management to improve sales outcomes while maintaining ethical standards. Join our team to ensure the highest level of telesales quality and compliance in a dynamic, results-oriented environment.

KEY DUTIES AND RESPONSIBILITIES, INCLUDING BUT NOT LIMITED TO:

Evaluate and record customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements
Provide feedback to sales agents in terms of the quality of the calls assessed against defined evaluation criteria on an as and need basis
Provide feedback reports to upper Management on a weekly and monthly basis
Highlight suspected fraud, risk or non-compliance cases when identified both internally and externally
Arrange and contribute to calibration sessions with the operations teams and report to the manager on the status of impacted areas within the business
Communicate relevant information to the QC Manager and relevant internal stakeholders in a professional and timely manner
Perform administrative duties, including but not limited to the maintenance and update of statistics, formulation of provisional input to enable the QC Manager to effectively finalize management reports
Writing and collating input regarding projects and adhoc duties to the QC Manager
Identify risk areas, recommend system, and operational changes, and report on these areas to the QC Manager
Ensure general confidentiality and security measures are met, including regulatory compliance measures (FAIS & FICA, & POPIA) and that they are continuously monitored within all the relevant departments, such as the customer success, onboarding sales and CS teams
Uncover fresh business insights within the customer success, onboarding sales and CS teams
Attend to and investigate complaints in a holistic manner by performing a root cause analysis escalated from the relevant stakeholders under the guidance of the QC Manager
Facilitate in the on-boarding of new agents around QC training together with business trainer
Generate and present regular quality assurance reports and metrics to the QC Manager, highlighting areas of risk for improvement and progress
Drive success on all financial/online trading campaigns
Together with the business trainer, update the sales department scripting based on customer requirements
Strong and adaptable communication skills with the ability to influence, coach and motivate
Develop score cards for financial/online trading services aligning with the global industry standard
Manage own professionalism and self-development
Monitor and manage own targets
Participate in all required internal and external compliance training and assessments
Participate in design of call monitoring formats, processes, and quality standards
Perform any other adhoc duties assigned by the QC Manager