Job Description

Primary Purpose

This position aims to maintain and improve customer service quality at Bidvest Bank's Customer Call Centre. The Quality Assessor monitors customer interactions for compliance and service standards, gives feedback and coaching to agents, and analyses performance trends. They generate quality reports, advise management on system effectiveness, and recommend improvements to enhance outcomes. Collaboration with stakeholders ensures best practices are implemented, supporting customer satisfaction and operational efficiency.

Minimum Requirements

Qualifications


Diploma in Business Management, Quality management or any related qualification Certified Call Centre Management qualification or equivalent qualification (Ideal)

Experience


1- 3 call centre quality assessor and customer service experience Strong knowledge of call centre KPIs and compliance standards Proficiency in CRM and QA tools Proficient in MS Office, and call centre equipment | software programs

Technical Competencies



Proficiency in using call recording and quality monitoring systems (e.g., NICE, Occular, Genesys Cloud, Salesforce, Avaya, or similar) QA tools Knowledge of customer experience metrics and KPI analysis (e.g., CSAT, NPS, CES, FCR) and how to align them with QA outputs. Ability to configure and navigate QA scorecards, evaluation forms, and calibration tools. CRM & telephony systems understanding Data analysis & reporting (Excel/Google Sheets) Compliance & regulatory standards (GDPR, PCI, HIPAA - industry dependent) Calibration sessions and scoring consistency Process documentation & SOP management Ability to provide input into Learning & Development initiatives based on QA results. Ability to plan, facilitate, and document calibration sessions to ensure fairness and consistency in scoring across evaluators and leadership. Competence in aligning QA frameworks with business objectives, compliance requirements, and customer service standards. Ability to maintain and update QA frameworks, policies, and guidelines. Familiarity with digital coaching platforms, e-learning tools, or performance management systems. Ability to produce customer insights reports linking quality performance with customer satisfaction outcomes. Competency in identifying trends in agent performance and pinpointing areas requiring coaching or training. Competence in documenting coaching sessions and tracking agent improvements over time. In-depth understanding of contact centre workflows, customer interaction processes, and CRM systems (e.g.Genesys Cloud Salesforce, Zendesk, 365 Dynamics). Ability to identify inefficiencies and suggest process improvements.

Duties and Responsibilities

FINANCE

Minimizing financial losses by ensuring agents follow compliance and regulatory standards (e.g., FAIS, FICA, POPIA). Detecting mis-selling of financial products or incomplete disclosures that could lead to fines, penalties, or customer claims. Identifying fraudulent activities or suspicious transactions in customer interactions and escalating them before they cause revenue leakage. Monitoring sales calls to ensure agents correctly position financial products and maximize cross-selling/up-selling opportunities. Ensuring that agents are applying needs-based selling techniques (matching correct products to customer needs), which reduces cancellations and improves long-term revenue retention. Providing feedback on sales effectiveness and advising where pitch, objection handling, or product knowledge can be improved.

CUSTOMER CENTRICITY

Acts as the voice of the customer within the contact centre by ensuring all interactions align with customer expectations, service standards, and compliance requirements. Translates customer feedback and quality insights into actionable recommendations that improve service delivery and enhance the end-to-end customer experience. Champions continuous improvement initiatives that address recurring customer pain points, reduce complaints, and increase customer satisfaction (CSAT), Net Promoter Score (NPS), and loyalty. Supports a customer-first culture by coaching agents on how to handle sensitive queries, complaints, and financial product conversations with care and accuracy. Facilitates calibration sessions across teams to ensure consistency, fairness, and shared understanding of quality and performance expectations. Builds and maintains collaborative relationships with internal stakeholders (Operations, Product, Compliance, Learning & Development, andLeadership teams) to align quality standards with business objectives.

OPERATIONAL EXCELLENCE

Quality Framework Adherence: Ensures that all customer interactions are evaluated against defined quality standards, policies, and compliance frameworks, supporting consistency and excellence across customer contact centre. Process optimization: identifies inefficiencies in call handling, escalations and resolution processes, providing actionable recommendations that improve First Call Resolution (FCR), reduce Average Handling Time (AHT), and enhance productivity. Data-Driven Decision Support: Produces detailed quality and customer experience reports, linking operational performance with customer outcomes, and providing management with insights for informed decision-making. Sustainability & Consistency: Embeds a culture of operational discipline by ensuring that improvements are not one-off, but sustained through ongoing monitoring, feedback loops, and training.

REPORTING AND DATA MANAGEMENT

Performance Reporting: Designs, compiles, and delivers accurate quality assurance (QA) and customer experience reports to management, highlighting trends, strengths, and areas of concern. Data Interpretation: Translates raw QA data into actionable insights that inform decision-making, process improvements, and customer experience strategies. Data-Driven Coaching: Uses QA data to support targeted coaching initiatives, ensuring that performance improvement plans are evidence-based and measurable

This position is advertised in line with our commitment to Employment Equity.