Quality Assurer_I

FNB South Africa; Randburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services provider is seeking a skilled Quality Assurer_I to join their team in Randburg, Gauteng. The ideal candidate will have strong analytical abilities, attention to detail, and experience in complaints resolution. Responsibilities include analyzing product issues, conducting calibration sessions, and ensuring compliance with business requirements. The qualification of a diploma NQF Level 6 is essential, along with a minimum of 3 years of call center experience. A commitment to detail and effective communication are key attributes for success in this role.

Qualifications

• Minimum of 3 years call centre experience with knowledge of FNB Service products.
• Strong analytical and communication skills are required.
• Basic understanding of complaint-handling processes.

Responsibilities

• Identify issues within products or processes and understand root causes of complaints.
• Conduct calibration sessions with internal stakeholders.
• Compile reports and provide feedback at relevant forums.

Skills

Experience in Complaints Resolution

Analytical abilities

Attention to detail

Clear communication

Conflict management

Presentation skills

Education

Diploma equivalent to NQF Level 6

Tools

Hogan

CARE

Verint Quality Management

Job description

Job title : Quality Assurer_I

Job Location : Gauteng, Randburg

Deadline : January 13, 2026

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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

End Date : December 9, 2025