Training and Quality Assurance ConsultantThe individual that will fulfil this position will be required to comprehensively evaluate and review selected inbound & outbound service calls, e-mails and business processes and procedures by way of SA Home Loans Telephony systems, Halo, Excalibur, Eworks and Datastor, in order to assess quality within the Prelegal environment. Thus, ensuring compliance to legislation and company specific processes and procedures.
The position also requires that all findings are documented and reported on a daily, weekly, and monthly basis to the relevant business units and the training and document/maintain changes in process and procedures within the department.
Provide ad hoc support to the Prelegal Team and Management.
Daily Duties:
Effective Quality Assurance in Prelegal Understanding of and alignment to the Prelegal strategies, thereby making meaningful and constructive contributions to the QA strategy. Understanding of head office processes and all departments and how they all fit together in the end-to-end life cycle of a client's loan with SAHL. Understanding of Halo, Datastor, Excalibur, E-Works, PureCloud and how to use the systems at our disposal for optimal use, to fully measure and analyse client interactions. Comply with all relevant legislation and implement disciplines to mitigate and/or manage risk, specifically but not limited to CPA, POPI, NCA, TCF and SA Home Loans policies and procedures. Ensure that you keep up to date with industry best practices and company processes. Provide suggestions, input and feedback on processes and procedures to ensure efficiency and consistency. Adherence to QA Principles:
Client centric Confidentiality & Consistency Positive attitude and conduct Precision & attention to detail - Zero defect mentality i.e. all data / reports etc. to be double checked for errors, prior to submission. Effective Training and Document Management:
To create and maintain a training schedule of processes and procedures.To conduct training from new appointees to updates and refresher training on new or existing procedures. To maintain a schedule and register of all activities. Time Keeping and Productivity:
Meeting deadlines of projects as agreed with management. Productivity to be maintained at agreed levels & consistently achieved.Being pro-active in performing extra duties if tasks are up to date. Punctuality, including presence at workstation during the working day.Daily/Monthly/Project Reporting and trend/red flag reporting. Top performing quality practices in line with required performance, be proactive and self-motivated, always look for ways to improve value add. To red flag areas of development from the QA's done. Extracting, analysing and providing meaningful feedback on data Ability to create / update / manipulate data to create necessary spreadsheets for reporting purposes (including graphs).
Collect and extract accurate data relevant to tasks on a consistent basis. Provide up to date and completed evaluations/ reports/ projects as per performance requirement. Provision of detailed analysis and findings with meaningful feedback to relevant business unit managers. Follow up on coaching and contingencies to ensure the matters are addressed accordingly with staff members. Promote and support the Amazing Service programme as a key differentiator:
Reinforce and actively encourage the Amazing service programme. Maintain relationships with internal colleagues. Contributing to value add of QA and Training on an ongoing basis Meaningful and constructive QA feedback to relevant parties. Constant monitoring for changes in channels / departments to ensure QA remains aligned. Engaging and follow-up feedback trainings sessions to relevant stakeholders to be provided. Aligned values and self-development:
Align personal values and team values to the company's culture and values. Take responsibility for your personal development and career pathing. Subscribe to the company's code of ethics and ensure that all employees do the same. Always enhance the reputation and brand of your department and the company. Comply with all legislation governing the organization. Support and encourage the Amazing service culture.Alignment to business driver/Strategy
Compliance Amazing service Client Experience Education
MatricPreferred: National Diploma in call Centre /Quality assurance / TrainingExperience
1 to 2 years in a QA evaluator role/Prelegal environment. Preferred: 3 to 5 years' experience in Quality Assurance or Financial Industry Microsoft Office Suite (Intermediate) & Data analysis (via MS Excel) abilityAnalytical skills Strong written and verbal communication Strong Interpersonal skills Sound judgement with logical reasoningInfluential Lana Tillack in the HR department
Tel: 031 571 3396
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