QA & Compliance Specialist — Financial Services

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 300,000 - 480,000; Full time

Job summary

Huntswood Group in Durban is seeking a Quality Assurance Advisor for a 12-month secondment, focused on UK Financial Services Complaints. You will work with service agents to ensure regulatory compliance and outstanding customer experiences.

You will monitor advisor interactions, deliver constructive feedback, participate in calibration, and generate insightful reports to drive continuous improvement in partnership with your manager.

Qualifications

• Experience in UK financial services complaints is essential.
• Experience in quality assurance is essential.
• Matric (Grade 12) or Full NQF4 is essential.
• Experience in financial services.
• Strong organisational, creative, and goal-setting abilities.
• Experience in call monitoring, as agent or assessor.
• Excellent interpersonal, analytical and communication skills.
• Ability to meet client quality expectations.
• Detail-oriented and accurate.
• Able to work in fast-paced environment.

Responsibilities

• Maintain and develop internal/client quality standards.
• Assess support interactions (calls, email, chat) against quality standards.
• Provide meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessions to maintain consistency.
• Create/maintain/deliver reports reflecting agent performance.
• Identify insights and trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as required.
• Attend new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach to improvements.
• Collaborate with Management to communicate trends and actions.
• Publish weekly quality reports identifying performance and improvement plans.
• Manage time effectively and meet deadlines.

Skills

UK financial services complaints

Quality assurance

Call monitoring

Financial services

Interpersonal skills

Analytical skills

Communication skills

Administration skills

Team player

Problem solving

Education

Matric or Full NQF4

Job description

Huntswood Group in Durban is seeking a Quality Assurance Advisor for a 12-month secondment, focused on UK Financial Services Complaints. You will work with service agents to ensure regulatory compliance and outstanding customer experiences.

You will monitor advisor interactions, deliver constructive feedback, participate in calibration, and generate insightful reports to drive continuous improvement in partnership with your manager.