Role Overview
Quality Assurers are responsible for monitoring and analysing sales and service interactions between consultants and customers to ensure that Consultants are performing to the prescribed standard. They provide feedback to consultants regarding their performance (both quality and performance) and also identify any training, coaching or other actions that may be required. These activities support the long-term customer engagement objectives of the business.
Key Performance AreasMonitor and analyse sales and service interactions between consultants and customers
Coordinate with managers and supervisors to ensure that appropriate numbers of calls are audited monthly Conduct audits on recorded calls to ensure that the required standards in terms of legal compliance, business process rules and customer engagement are met Conduct audits on live calls to ensure that the required standards in terms of legal compliance, business process rules and brand protection are met Provide an objective assessment regarding the consultants’ adherence to legal compliance requirements Provide an objective assessment regarding the consultants’ adherence to business process rules requirements Provide an objective assessment regarding the consultants’ adherence to customer engagement requirements Monitor overall performance of individual consultants and teams to track performance against required standards Complete appropriate evaluation checklists to record audit finding
Provide quality, consistent and objective feedback to consultants about their performance
Provide performance feedback to individual consultants on their adherence to legal compliance, business process rules and customer engagement Provide guidance and advice to individual consultants to improve their adherence to legal compliance, business process rules and customer engagement Complete appropriate feedback documentation to record feedback, guidance or advice given to individual Consultant All feedback needs to include both quality and compliance components
Provide feedback to managers and supervisors about Consultants’ performance
Provide feedback on individual consultant and team performance with accurate details to supervisors and managers Provide feedback on individual consultant and team performance with accurate details to coaches
Conduct root cause analysis to identify reasons for gaps in performance
Provide an objective assessment about the reason for the gaps in performance, for example, lack of knowledge, lack of skill or wilful negligence of duty Provide an objective assessment if the gaps in performance are due to factors outside the consultants’ control, for example, unclear processes or confusion about product or service parameters
Improve own standards of work
Keep up to date with existing products and processes within the Contact Centre to ensure that appropriate quality assurance measures are maintained Assist with any ad hoc projects and tasks as requested by the line manager
Participate in Ad hoc projects
Assist in developing test scenarios, training exercises, or testing data for training of new and existing products or services
Qualifications & Accreditations
Grade 12 / Matric or equivalent Tertiary education Certificate or Diploma of studies not less than 6 months at an accredited learning institution
Experience & Skills
4 years of Customer Service / Support / Sales/ Insurance/ Quality Assurance experience in a Contact Centre Environment Specific knowledge of the products and services offered by FinChoice Specific knowledge of the computer systems and software used by FinChoice to process transactions Specific knowledge of the required FinChoice standards in terms of legal compliance, business process rules and customer engagement MS Office, in particular, MS Excel, Outlook
What We Offer
The opportunity to work across two of South Africa’s most exciting fintech brands. A collaborative environment that encourages experimentation and growth. The chance to explore AI-driven design innovation as part of a forward-thinking creative team. Hybrid work model with autonomy and flexibility. Competitive compensation and benefits within a purpose-led, growth-focused organization.
How To Apply
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Send your application before the closing date.
Note: Only shortlisted candidates are contacted.
