Senior Quality Assurance Agent

Description

• Through doing Quality Assurance on calls to provide advice and assist Call Centre Agents to improve the quality of service provided to the external and internal customers in order to minimize information security risk and mitigate reputational risk
• To provide aftersales services (Salary Switching and Debit Order Switching) and manage Quality Assurance Agents
• To do cross selling and client retention for business continuity in order to improve the profitability

Duties

• Attend to Debit Order Switching requests (successfully switch 200 p/m)
• Attend to Salary Switching requests (successfully switch 200 p/m)
• Attend to Quality Assurance on calls, identify training needs, client needs and draw up training plans for agents to improve the way we engage with our clients
• To collate and route client requests to the relevant department by compiling notes and capturing on the system to create audit trail of account activities via CRM
• Ensure improved service delivery by escalating areas of concern outside Service Level Agreement (SLA)
• Review assigned requests by identifying pending information required to action the request
• Outbound agents to call clients following a pre-determined script
• Ensure client Debit Order requests are completed by educating them
• Ensure Client Debit Order Switch process is followed as per the Nedbank policy
• Design evaluation form aligned to the deliverables as per Nedbank’s call agent assessment procedure by listening to the call/analyzing the correspondence
• Ensure collation of information, including the call, is stored on the shared folder for record and audit purposes
• Extract a sample of communication between agents and clients to select a random call/correspondence from the specific Systems
• Ensure agent complies with policies and procedures by keeping abreast of the changes within the department
• Raise the agent’s performance gaps by making notes in the focus points section of the relevant Nedbank assessment template
• Communicate the results of the assessment with the agent and Manager to give feedback
• Ensure that clients are verified for security purposes by comparing the information on the system according to Nedbank best practice client confidentiality policy
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders
• Adherence to schedules by providing real time incident reports
• Keep abreast of legislation and other industry changes that impact on role by reading the relevant newsletters, websites and attending sessions

Requisites

• Essential Qualifications - NQF Level:
• Matric / Grade 12 / National Senior Certificate
• Preferred Qualification:
• Grade 12 (25 points) C+ in English (Grade 12)
• Preferred Certifications:
• Certificate or Diploma in Quality Assurance
• Minimum Experience Level:
• Must have 4 – 5 years’ experience in Call Centre environment at a supervisory level
• Good knowledge of Flexcube System & Microsoft Products
• Technical / Professional Knowledge:
• Administrative procedures and systems
• Banking knowledge
• Business principles
• Data analysis
• Governance, Risk and Controls
• Microsoft Office
• Relevant regulatory knowledge
• Relevant software and systems knowledge
• Business writing skills
• Cluster Specific Operational Knowledge
• Behavioural Competencies:
• Earning Trust
• Communication
• Collaborating
• Customer Focus
• Managing Work
• Quality Orientation

Notes

• Only shortlisted applicants will be contacted