Our policy as a responsible corporate citizen is aligned with the definition of sustainable development by the World Business Council for Sustainable Development – development that meets the needs of the present without compromising the ability of future generations to meet their own needs.<\/p>\n
Our approach is characterised by sharing expertise, as opposed to simply dispensing funds. By involving our own people in different ways, we demonstrate our commitment but, more importantly, develop the passion that underpins the project and builds real partnerships.<\/p>\n
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Job Title: Senior Quality Assurance Agent<\/strong> Job Purpose:<\/strong> Specification<\/strong>
\nLocation: <\/strong>Windhoek, Khomas, Namibia
\nContract Type:<\/strong> Permanent
\nSalary:<\/strong> Market Related<\/p>\n
\nThrough doing Quality Assurance on calls to provide advice and assist Call Centre Agents to improve the quality of service provided to the external and internal customers in order to minimize information security risk and mitigate reputational risk. To provide aftersales services (Salary Switching and Debit Order Switching) and manage Quality Assurance Agents. To do cross selling and client retention for business continuity in order to improve the profitability.<\/p>\n
\nKey Responsibilities:
\n\u2022Attend to Debit Order Switching requests
\n\u2022Attend to Salary Switching requests
\n\u2022Attend to Quality Assurance on calls, identify training needs, client needs and draw up training plans for agents to improve the way we engage with our clients.
\n\u2022To collate and route client requests to the relevant department by compiling notes and capturing on the system to create audit trail of account activities via CRM.
\n\u2022Ensure improved service delivery by escalating areas of concern outside Service Level Agreement (SLA).
\n\u2022Review assigned requests by identifying pending information required to action the request.
\n\u2022Outbound agents to call clients following a pre-determined script.
\n\u2022Ensure client Debit Order requests are completed by educating them.
\n\u2022Ensure Client Debit Order Switch process is followed as per the Nedbank policy.
\n\u2022Design evaluation form aligned to the deliverables as per Nedbank\u2019s call agent assessment procedure by listening to the call\/analyzing the correspondence.
\n\u2022Ensure collation of information, including the call, is stored on the shared folder for record and audit purposes.
\n\u2022Extract a sample of communication between agents and clients to select a random call\/correspondence from the specific Systems.
\n\u2022Ensure agent complies with policies and procedures by keeping abreast of the changes within the department.
\n\u2022Raise the agent\u2019s performance gaps by making notes in the focus points section of the relevant Nedbank assessment template.
\n\u2022Communicate the results of the assessment with the agent and Manager to give feedback.
\n\u2022Ensure that clients are verified for security purposes by comparing the information on the system according to Nedbank best practice client confidentiality policy
\n\u2022Adherence to schedules by providing real time incident reports
\n\u2022Keep abreast of legislation and other industry changes that impact on role by reading the relevant newsletters, websites and attending sessions.
\n\u2022Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders.
\n\u2022Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers
\n\u2022Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
\n\u2022Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives
\n\u2022Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
\n\u2022Ad hoc duties as required.<\/p>\n