Foschini Vacancies in Witbank – Quality Assessor

Website The Foschini Group - TFG

Job Description:

A challenging position exists in the Financial Services Credit Sales and Services department for an analytical yet vibrant individual to join the QA team.

Job Responsibilities:

  • Understand operations performance of quality metrics and share best practices
  • Manage and execute feedback by providing trend data and make recommendations for changes to process, procedures, knowledge, design,
  • quality measurement and training.
  • Ensure that evaluations are completed within the agreed timelines
  • Monitor, report and analyse quality, customer satisfaction metrics by identifying trends and root causes
  • Ensure fairness and consistency in assessment practices
  • Execute business coaching principles diligently and effectively in line with EX and CX standards.
  • Apply coaching for performance principles in all operational interactions.
  • Ensure consistent compliance to company policies and procedures, credit governance and legislation
  • Identify opportunities based on QA that supports training needs, knowledge gaps and process improvements and escalate to the relevant stakeholders
  • Adhere to a detailed outline for the effective management of quality and credit governance to enable compliance and service offering efficiencies.
  • Investigate all non-compliance issues and provide recommendations to ensure corrective action
  • Monitors adherence to QA standards as described in the evaluation tool
  • Identify non adherence and potential risks based on the relevant legislation and business requirements
  • Meet quarterly Quality Assessors accreditation KPI’s to ensure that QA principles are being adhered to.
  • Conduct coaching and counselling accordingly in line with departmental requirements and internal operations support standards.

Job Requirements:

  • Ability to work in a pressurized and deadline driven environment
  • Effectively persuade and influence relevant stakeholders
  • Excellent attention to detail, planning and problem solving skills
  • Preference will be given to candidates with the ability to read, write and understand Xhosa and Zulu
  • Excellent written and communication skills
  • Strong numerical and analytical skills

Qualification & Experience:

  • Working experience with voice logging systems
  • Intermediate MS Office skills
  • Matric
  • Relevant qualification (advantageous)
  • Minimum 2yrs Quality Assessor and business coaching experience
  • 2yrs experience in a contact centre environment
  • FAIS RE5 accredited (advantageous)
  • Be willing to commit to continuous learning

Job Details:

Company: The Foschini Group – TFG

Vacancy Type:  Full Time

Job Location: Cape Town North, Western Cape, SA

Application Deadline: N/A

Apply Here

 Report Job