Banking QA Specialist – Client Experience & Compliance

Standard Bank Group; Douglas; On-site; GBP 36,000 - 54,000; Full time

Job summary

Standard Bank Offshore is seeking a Quality Assurance professional to monitor and evaluate customer interactions within Affluent Express, ensuring alignment with the relevant standards and frameworks.

You will analyse trends, conduct root cause analysis and provide mentoring on areas of concern, with 3–4 years in Personal and Private Banking and experience in data analysis and call-centre environments.

Qualifications

• First Degree in Consumer Services is required.
• 3–4 years' experience in Personal and Private Banking.
• Experience in data analysis and reporting, and in a call centre environment.

Responsibilities

• Conduct calibration sessions by verifying that Bankers provide up-to-date information, follow current processes, call scripts and communicate effectively to standardise quality of calls.
• Enhance understanding of applicable regulations and processes by liaising with the compliance team to align QA processes with rules and regulations.
• Perform quality assurance checks on an agreed sample of calls to ensure service quality meets minimum standards.
• Provide weekly and monthly feedback to the Manager, Affluent Express; implement QA measures aligned to client expectations and incorporate into checklists to prevent recurrence.

Skills

Quality Assurance

Data Analysis

Call Center

Education

First Degree in Consumer Services

Job description

Standard Bank Offshore is seeking a Quality Assurance professional to monitor and evaluate customer interactions within Affluent Express, ensuring alignment with the relevant standards and frameworks.

You will analyse trends, conduct root cause analysis and provide mentoring on areas of concern, with 3–4 years in Personal and Private Banking and experience in data analysis and call-centre environments.