Quality Assurer_I

Rmb; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial institution in South Africa is seeking a Quality Assurer to join their team. This role involves ensuring that customer complaints are resolved efficiently and accurately, utilizing strong analytical skills and attention to detail. Candidates should have at least 3 years of call centre experience, knowledge of complaints handling processes, and proficient communication abilities. The position offers opportunities to network and innovate within a collaborative environment, while supporting the recruitment of individuals with disabilities.

Benefits

Opportunities to network and collaborate

Challenging working environment

Opportunities to innovate

Qualifications

• Minimum of 3 years call centre experience with knowledge across multiple FNB service products.
• Proficient in the complaint-handling process and Standard Operating Procedures.
• Strong analytical, problem-solving, and communication skills are essential.

Responsibilities

• Resolve complaints promptly and accurately according to business requirements.
• Conduct Calibration sessions with stakeholders on identified trends.
• Analyze data to identify root causes of complaints and develop solutions.

Skills

Complaints Resolution

Quality Assurance

Analytical abilities

Attention to detail

Clear communication

Problem-solving

Conflict management

Education

Diploma equivalent to NQF Level 6 in business-related studies

Tools

Hogan

CARE

Verint Quality Management

Job description

Quality Assurer I page is loaded## Quality Assurer Ilocations : Randburgtime type : Full timeposted on : Posted Todaytime left to apply : End Date : December 9, (5 days left to apply)job requisition id : R # Job Description Hello Future Quality Assurer Welcome to FNB Personal Segment Advisory Suite, the home of the #changeables.

We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team in FNB Personal Segment Advisory Suite, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Now's the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can : Experience in Complaints Resolution and / or Quality Assurance on Complaints - Sound Knowledge of our FNB products* Analytical abilities to identify issues within products or processes, analyze and interpret data, and understand the root causes of complaints* Attention to detail is crucial to ensure that all complaints are handled precisely according to business requirements* Clear communication, both written and verbal, to effectively communicate findings to internal stakeholders Conducting Calibration sessions with internal stakeholders on identified trends and raised disputes* Well-versed in the complaint-handling process and the Standard Operating Procedures* Understanding of Market Conduct and its application in complaints handling* Multiskilled in problem-solving, conflict management, the ability to work under pressure, and being solution-driven* Basic presentation skills to compile reports and provide feedback at relevant forums* Ability to engage with Audit to facilitate audit walkthroughs We take pride in our attention to detail and our commitment to resolving complaints in a timely and efficient manner You will be an ideal candidate if you : Working knowledge of Hogan, CARE, and Verint Quality Management (Basic acceptable)* Diploma equivalent to NQF Level 6 in business-related studies (Degree advantageous)* A minimum of 3 years call centre experience with comprehensive knowledge across multiple FNB Service products* FNB QA PSAS (Service skill advantageous)* DA (App, Contract, IV, KYC) (Require Preferred Language Skill)* DA (Fraud / Credit or JC Skill) (Require Preferred Language Skill)* Strong analytical and communication skills* Attention to detail You will have access to : Opportunities to network and collaborate* A challenging working environment* Opportunities to innovate We can be a match if you are : Adaptable and curious* Analyse complex data sets* Thrive in a collaborative environment Apply now if you are interested in taking the next step.

We look forward to engaging with you!

# # Job Details # Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

09 / 12 / 25 All appointments will be made in line with FirstRand Group's Employment Equity plan.

The Bank supports the recruitment and advancement of individuals with disabilities.

In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis.

The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.