Quality Assurance Agent

Description

• 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 risks
• To provide aftersales services and client retention for business continuity in order to improve the profitability and mitigate reputational risk

Duties

• Ensure client Debit Order requests are completed by educating them
• Ensure Client Debit Order Switch process is followed as per the Nedbank policy
• Ensure client Salary Switching requests are completed by educating them
• Ensure Client Salary Switching process is followed as per the Nedbank policy
• 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
• 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 their department
• Raise the agent’s performance gaps by making notes in the focus points section of the relevant Nedbank assessment template
• Keep abreast of legislation and other industry changes that impact on role by reading the relevant newsletters, websites and attending sessions
• Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders
• 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
• Ad hoc duties as required

Requisites

• Essential Qualifications - NQF Level:
• Matric / Grade 12 / National Senior Certificate
• Preferably a higher Certificate:
• Insurance , Matric / Grade 12 / National Senior Certificate
• Must have 2 - 5 years banking and/or short-term insurance experience, with proven administration experience.
• 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
• Preference will be given to candidates from the underrepresented groups
• Please contact the Nedbank Recruiting Team at + 264 61 295 2155 / +264 61 295 2948