Quality Assurer Opportunity at Nedbank

A Quality Assurer at Nedbank plays a crucial role in maintaining and enhancing the bank's service standards by meticulously evaluating customer interactions. This position is vital for ensuring compliance, identifying areas for improvement, and contributing to a superior customer experience within the financial services sector. The role involves a blend of analytical skills, attention to detail, and effective communication to uphold Nedbank's commitment to excellence. Working within a dynamic team, the Quality Assurer contributes directly to the bank's reputation for service excellence and adherence to regulatory frameworks. This role offers a unique opportunity to impact customer satisfaction directly and contribute to the continuous improvement of operational processes.

Key Responsibilities

• To meet target by listening to randomly selected calls per agent.
• Identify opportunities and make recommendations to add value to the quality assurance service provided.
• Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls.
• Contribute to team performance by attending and participating in collaboration sessions.
• Meet department requirements by adhering to call monitoring process.
• Meet target by scheduling and planning.
• Compile and submit reports monthly to provide input on performance.
• Ensure compliance of call scripts by compiling and sending to Risk and Compliance for approval.
• Improve quality of calls by providing recommendations.
• Keep abreast of legislation and other industry changes that impacts 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.
• 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 personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

Beyond these core duties, the Quality Assurer will actively engage in feedback sessions, providing constructive criticism to agents to foster their development and improve call handling techniques. This involves a deep understanding of product knowledge, service protocols, and compliance requirements. The role demands a proactive approach to identifying trends in call quality, suggesting process enhancements, and collaborating with training departments to address common issues. Success in this position requires a keen eye for detail, strong analytical abilities, and the capacity to communicate complex information clearly and concisely to various stakeholders, ensuring that Nedbank's service delivery remains consistently high.

Why Join the Company

Joining Nedbank means becoming part of a leading financial institution in South Africa that is committed to making a positive impact on individuals, businesses, and the economy. Nedbank offers a vibrant and inclusive work environment where diversity is celebrated, and employees are encouraged to reach their full potential. You will benefit from continuous learning and development opportunities, a strong focus on career progression, and access to innovative tools and technologies. Nedbank fosters a culture of collaboration, integrity, and client-centricity, providing a supportive ecosystem for professional growth. Employees enjoy competitive benefits, wellness programs, and opportunities to contribute to corporate social responsibility initiatives, aligning personal values with a purpose-driven organisation.

How to Apply

Please apply using the Quick Apply button on this page.

• Minimum Experience Level: 1 year or more Quality Assurance experience.
• Must have Team Leader experience.
• Essential Qualifications - NQF Level: Matric / Grade 12 / National Senior Certificate.
• Essential Certifications: Short Term Insurance qualification.
• Technical / Professional Knowledge: Administrative procedures and systems, Banking knowledge, Banking procedures, Business principles, Business terms and definitions, Data analysis, Governance, Risk and Controls, Relevant regulatory knowledge, Relevant software and systems knowledge, Cluster Specific Operational Knowledge.
• Behavioural Competencies: Earning Trust, Communication, Decision Making, Innovation, Resolving Conflict, Continuous Improvement, Planning and Organizing, Quality Orientation.