Quality Assurer

What will you do?

This role reports to Quality Assurance Team Leader in the Quality Assurance Department. The purpose of the role is to ensure the contact centre meets quality and compliance standards. The incumbent will be required to assess the quality of agent interactions with customers in line with regulatory and process requirements, by highlighting risks in agent interaction with the customer. Escalate risks through an established escalation process to commence corrective action and remediation.

What will make you successful in this role?

A high level of attention to detail with excellent organizational skills

Planning and Organising

Give input on idea and innovations to improve contact centre processes

Problem solving

Analyse Quality data at a high level

Proficient in a second language

Flexible and able to engage at all levels.

Deliver quality work within turn around times.

Excellent communication skills, both written and verbal.

Strong knowledge of financial services.

Being aligned to business values, Care, Collaboration, Innovation and Integrity

Qualification and Experience

Knowledge of Fraud and Judgemental Credit.

Knowledge of Customer Service, Escalations and disputes.

Knowledge of Collections pre legal, legal, EDCs and Reloads.

5 years Call Centre experience a must.

3 years of Quality Assurance experience.

Knowledge of LMS System

Knowledge of how the FTP site works.

Knowledge of a Risk and Compliance Frameworks is a must.

MS Office, particularly Excel

Qualification

Must have a FAIS qualification.

Role and Responsibilities

Meet daily set mandates.

Call & Multimedia auditing to ensure adherence to Compliance, SOP and TCF set standards.

Compiling reports and share them with relevant stakeholders.

Hosting calibrations and coaching sessions with the contact centre in order to improve Compliance

Completing Customer journey report and FCR report and presenting findings to relevant stakeholders.

Complete speech and other deep dives.

Highlight Trends to Operations

Check risks and share the findings with relevant stakeholders.

Roll out of a Risk Categorisation Framework i.e High, Medium and Low Risk

Prepare the mandate split which is risk based.

Request calls from the EDCs via CAS and FTP sites.

Updating QAD Dashboard.

Present in Manco sessions monthly for the Operations area the incumbent is responsible for

Build and maintain stakeholder relationships.

Drive adherence to quality processes by agents and team leaders.

Maintain Business Solution Partnership to assist business decision-making

Personal Attributes

Manages conflict - Contributing independently

Communicates effectively - Contributing independently

Plans and aligns - Contributing independently

Optimises work processes - Contributing independently

Build a successful career with us

Were 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.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround time

The 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 transformation

The 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.