Consultant: Quality Assurance and Insights

Capitec Bank; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading financial institution in Johannesburg is seeking an experienced professional to ensure quality standards in client services. The ideal candidate will have a minimum of 3-5 years in business support, a relevant degree, and strong analytical and change management skills. Join a committed team focused on continuous improvement and client satisfaction in a dynamic environment.

Qualifications

• Minimum 3-5 years in client service or business support with quality assurance in banking.
• Experience with collaboration across diverse teams.
• Experience in project and change management.

Responsibilities

• Ensure products and services meet quality standards.
• Identify areas for improvement and enable necessary changes.
• Monitor effectiveness of improvements over time.

Skills

Analytical Skills

Attention to Detail

Change Management Skills

Communication 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

Apply by:

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:

1. To see what life at Capitec is all about and complete a short assessment, please click here!
2. Once you have completed the above, finalize your application by clicking apply below.

Purpose Statement

• To ensure that products and services meet specific standards of quality, identify areas for improvement, enable necessary changes with stakeholders, and monitor the effectiveness of efforts over time to add value to the process and the outcome.

Experience

• Min: 3-5 years experience in a client service or business support environment with responsibility for quality assurance, preferably in banking or finance.
• Experience of collaboration across multiple and diverse teams.
• Project and change management experience.

Ideal:

• Experience with Amazon Connect, Salesforce, and Speech Analytics.

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational.

Qualifications (Ideal or Preferred)

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

Knowledge

• Min: 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.

Ideal:

• Understanding of the SDLC, testing tools, and programming languages.

Skills

• Analytical Skills
• Attention to Detail
• Change Management Skills
• Communication 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.