Consultant : Quality Assurance and Insights

Capitec Bank; Johannesburg; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A leading financial institution is seeking a Quality Analyst to ensure operational excellence by leveraging technology and insights. The ideal candidate will have 3-5 years of experience in quality assurance within a client service environment, along with strong analytical skills and a bachelor's degree in a relevant field. This position entails collaboration across diverse teams and project management responsibilities, ensuring that processes evolve to meet dynamic business needs.

Qualifications

• 3-5 years experience as a quality analyst/quality assurance in a client service environment.
• Experience of collaboration across multiple and diverse teams.
• Project and change management experience.

Responsibilities

• Champion quality and operational excellence via technology and automation.
• Identify improvement opportunities and implement change.
• Monitor impact to ensure processes and service delivery meet business needs.

Skills

Analytical Skills

Attention to Detail

Change Management Skills

Communications Skills

Interpersonal & Relationship Management Skills

Problem Solving Skills

Project Management Skills

Education

Grade 12 National Certificate / Vocational

Bachelor's Degree in Business Engineering or Business Administration

Relevant tertiary qualification in Quality Management

Tools

Amazon Connect

Salesforce

Speech Analytics

Job description

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

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Purpose Statement

To champion quality and operational excellence by leveraging technology, automation, and insights. This role identifies improvement opportunities, collaborates with stakeholders to implement change, and continuously monitors impact—ensuring that processes, systems, and service delivery evolve to meet business needs in a fast-paced, high-performance environment.

Experience

Minimum:

• 3-5 years experience as a quality analyst / quality assurance in a client service environment.
• Experience of collaboration across multiple and diverse teams.
• Project and change management experience

Ideal:

• Amazon connect, Sales Force and Speech analytics experience

Qualifications

Minimum:

• Grade 12 National Certificate / Vocational

Ideal:

• Bachelor's Degree in Business Engineering or Business Administration
• A relevant tertiary qualification in Quality Management

Knowledge

Minimum:

• Deep and broad knowledge of the business area and specific domain, function or department.
• Quality management systems, tools and methodologies
• Data analysis and interpretation
• Fundamentals of behaviour change
• Change management methods, practices and tools
• Understanding of requirements, specifications and technical design
• Project management methodology

Skills

• Analytical Skills
• Attention to Detail
• Change Management Skills
• Communications Skills
• Interpersonal & Relationship management Skills
• Problem solving skills
• Project Management Skills (Methodology Specific)

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.