Sqa Evaluator

Telesure Investment Holdings (Pty) Ltd.; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services company in Johannesburg seeks an SQA Evaluator to audit and evaluate communications. The ideal candidate has 2+ years in the industry and understands compliance regulations. This role involves monitoring calls, improving business practices, and making recommendations for training. Join a team committed to excellence and collaboration.

Qualifications

• Essential to have Grade 12 or equivalent.
• 2+ years experience in Financial Services Industry.
• Experience in a QA role is advantageous.

Responsibilities

• Monitor calls to provide business insights.
• Develop knowledge of organization's policies.
• Support quality evaluations and compliance.

Skills

Analytical skills

Attention to detail

Communication skills

Ability to work independently

Education

Grade 12 or SAQA Accredited Equivalent

Job description

Job Summary

Position: SQA Evaluator (Full Time) – location: Gauteng, Johannesburg.

Posted Today • End Date: October 31.

Job Purpose

Conduct audit and evaluation of telephone conversations as well as digital communication, to ensure correct and appropriate information and advice is given by the consultant according to predetermined scripting to mitigate risk to the business.

Capture evaluation on the relevant system.

Responsibilities

• Monitor calls to provide business insights to improve general business practices.
• Based on insights gained, provide recommendations for training and improvement of sales, retentions and enhanced customer experience.
• Quality Audit Work within established quality audit systems to evaluate all forms of communication to the customer and provide support as needed.
• Escalate potential risk to relevant department when identified.
• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• Assist to reduce risk to company through effective quality and compliance evaluations.
• Ensure internal and external statutory compliance of all interactions.
• Collate and analyse data using pre-set tools, methods and formats.
• Involves working independently.
• Highlight / alert business to potential risks (e.g. fraudulent activities) and any other consultant behavioural trends.
• Identify incorrect system data and notify relevant stakeholders.
• Ensure effective feedback to management and suggestions on business and process improvements.
• Carry out a specified range of complex tests to verify that specifications are met and to reject nonconforming material or articles.
• Ensure quality and correctness of employee / client interactions and accuracy of the information captured onto the internal system (e.g. AS).
• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels.
• Identify training needs within the department.
• Build effective working relationships within the internal / external client organisation, delivering high-quality professional services with guidance from senior colleagues.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Remain up-to-date and informed on all changes and new products.

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• 2 or more years' experience within Financial Services Industry (Essential)
• Experience in a QA Role (Advantageous)
• Coaching Experience (Advantageous)

Our Work Experience is the combination of everything that is unique about our culture, our core values, our company meetings, our commitment to success, our recognition programs, but most importantly, it’s our people.

Our employees are self-disciplined, hardworking, curious, trustworthy, humble and truthful.

They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in our area.