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About the Organisation
Group Functions is a business segment that provides critical support services across the organization, with a commitment to operational excellence, regulatory compliance, and customer-centric solutions. The Affluent Express team within Group Functions is focused on enhancing the customer experience and service quality within the bank’s premium service channels.
Quality Assurance Officer job at Group Functions – Affluent Express | Apply Now
South Africa
Are you looking for Quality Assurance Officer jobs in Remote 2025 today? then you might be interested in Quality Assurance Officer job at Group Functions – Affluent Express
Full Time
Deadline:
31 Mar 2025
Job Title
Quality Assurance Officer job at Group Functions – Affluent Express
Group Functions – Affluent Express
Job Description
The Quality Assurance Officer plays a key role in ensuring that Affluent Express delivers a consistent and high-quality client experience. This involves conducting regular evaluations of customer engagements, verifying compliance with scripts and processes, and identifying opportunities for training and improvement. The role also includes analyzing data for trends, implementing quality improvement initiatives, coordinating with the compliance team to ensure alignment with regulations, and supporting the execution of special quality-related projects.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Monitor and assess the quality of customer interactions across all communication channels.
Conduct calibration sessions to ensure consistency in communication, process adherence, and information accuracy.
Organize and deliver coaching sessions for Bankers with scores below 100% or where performance issues are identified.
Engage in frequent coaching sessions to improve adherence to business processes.
Work closely with the compliance team to align QA processes with applicable regulations.
Collect and report daily quality statistics to line management.
Collaborate with internal teams to implement special projects focused on quality improvement.
Recommend enhancements based on root cause analysis and pattern identification.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Experience Required:
3–4 years of experience in Banking Operations.
Experience in Branch or Private Banking environments.
Strong understanding of banking products, services, and systems.
Prior exposure to call center operations and quality control procedures.
Experience in data analysis, problem-solving, and reporting.
Behavioural Competencies:
Team Working
Managing Tasks
Meeting Timescales
Articulating Information
Documenting Facts
Convincing People
Interacting with People
Adopting Practical Approaches
Pursuing Goals
Showing Composure
Thinking Positively
Upholding Standards
Technical Competencies:
Compliance and Risk Awareness
Customer Reception and Channelling
Customer Understanding (especially in Business Banking)
Product and Services Knowledge
Risk Identification and Reporting
