Job Description

Job Category: Quality & Process Excellence
:
The Quality Compliance Analyst monitors process transactions to ensure client standards are met as well as process improvement opportunities identified. The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.
Responsibilities:
Essential Functions: Conduct Transaction Monitoring as per guidelines defined in the QSD o Provide feedback to associates based on monitoring results o Prepare transaction monitoring reports and ensure timely and accurate reporting o Conduct ongoing analysis of quality performance and recommend actions for improvement at associate / process level o Update Prompt with performance data to ensure timely and accurate reporting of SLAs o Participate in calibration exercises on a regular basis to ensure consistency in measurement. o Work closely with Trainer / SME and Operations team to conduct team huddles o Perform transaction processing as per defined policies and procedures o Co-ordinate all process improvement initiatives with process Black Belt.
Primary Internal Interactions: o Trainers / SME o PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP o Ops AM, Lead AMs, Managers
Primary External Interactions: o Client, for the process quality interactions and calibrations
Skills required:
Technical Skills: o Basic knowledge of MS Office - MS Excel, Power Point, Word Doc, Outlook o Basic knowledge of calls recording system and its usage (NICE, Witness, etc) preferred Process Specific Skills: o Understanding of QSD (Transaction Monitoring Methodology) o Calibration on the audit parameters o Quality Scores o Minimum process specific skills defined for the associates in the process.
Soft Skills: o Ability to resolve conflicts constructively Functional: o Demonstrates ability to perform tasks in a timely and accurate manner Leadership:

• Fosters a spirit of collaboration and teamwork General: o Quantitative and qualitative ability o Conformance to policies / compliances with auditing skills and eye for details o Ability to coach and give feedback on an ongoing basis. o Good written and verbal communication Skills.

Qualifications:

• Minimum Requirements:

This role is open to Band A1 & Band A2 employees on

• Minimum 12 months experience in process knowledge. - Minimum 12 months in the business, not necessarily experienced on NewDay

• No NCNS

• No live warnings

• Has no pending DE's

• Should have an appraisal rating of 3.5

• Should have a minimum of 12 months tenure

• Should not be placed on performance review (PIP)

• A minimum of 95% across assurance metrics in the last 3 months

• Candidates should not have appeared on the integrity list in the last 3 months

• Feedback from your Manager should be excellent in regard to your Behavior, Attendance, Adherence as well as Attitude

• Mandatory: Please note that you will need to pass the mandatory recruitment CEF assessment, as well as the mandatory background checks.

Closing Date 28 November 2025 - 23.59Pm
In alignment with the Employment Equity Act, and to ensure that our workforce reflects the diversity of our communities, preference will be given to applicants from historically underrepresented groups, aligned with our EE targets.
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Skills Required