Senior Officer Quality Assessment

About the position

A well-established financial services business is seeking to appoint a Senior Officer Quality Assessment

The successful incumbent is responsible for ensuring that quality standards and procedures are met and aligned with relevant legislation and regulations in order to ensure sound corporate governance processes in the customer experience centre.
Qualifications and Experience:

• Bachelor's Degree or Advanced Diploma in a Quality Management related qualification.
• Postgraduate in a Quality Management related qualification will be an added advantage.
• Relevant 5-7 years’ experience in a quality assurance related environment.
• Experience in a customer experience related environment will be an added advantage.

Key Performance Areas:

Quality Assurance

• Participate in setting up the call monitoring and quality monitoring systems in the customer centre to drive continuous service improvement.
• Identify areas for improvement in service delivery based on customer feedback and resolve or recommend to management accordingly.
• Operate the quality monitoring and data acquisition system; compile and track performance for individuals and the team to drive customer service improvement.
• Design a customer call back procedure for both scheduled and customer Adhoc call backs.
• Ensure compliance to Quality requirements in all the processes.
• Monitor customer interactions through call monitoring and logging systems, identify service.
• Challenge and recommend solutions to drive customer satisfaction
• Maintain and develop internal support and customer centre quality standards.
• Participate in the design of call monitoring formats and quality standards.
• Perform daily QA analysis of internal and external calls.
• Provide recommendations for improvement to call flow, QA guidelines and training.

Reporting

• Prepare and submit reports as and when required to provide progress updates and/or inform management decisions.
• Develop reports/ implement policies/ procedures and guide the process through the alignment of the documents to the overall Strategy.
• Develop functional reporting systems, for management, projects or performance reporting.
• Prepare proposals, briefings, presentations, reports, and other documentation and provide management information both verbally and in report format.

Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders in relation to investments and proactively and progressively manage the relationships.
• Manage relationships with service providers.
• Communicate with all levels of stakeholder contact.
• Represent the Fund in relevant external activities and [URL Removed] and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.

Please note that if you have not received a response within 14 days of submitting your application that your application was unsuccessful.
However, please keep a lookout on our website, [URL Removed] for available positions which may be inline with your career aspirations.

Desired Skills:

• Customer experience
• Quality assurance
• Perform daily QA analysis