Quality Assurance Officer

Standard Bank Offshore is the offshore arm of the Standard Bank Group, a leading Africa focused financial services group, and an innovative player on the global stage. Our international Banking, Lending, Investment, Fiduciary and Wealth Management services offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals.

Our clients range from individuals to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa and SBO is perfectly positioned to support the growth of our organisation from our office in the Isle of Man, Jersey, London, MAUs and South Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.

To provide a quality assurance function for Affluent Express and its value chain to monitor and evaluate the quality of customer interactions in alignment with the relevant standards and frameworks. To analyse trends/patterns, conduct root cause analysis and provide mentoring on areas of concern and prepare recommendations for improvements.

Minimum Qualification: 

• First Degree in Consumer Services

Experience Required

• 3-4 years in Personal and Private Banking
• Experience of working in a either a Branch or Private Banking environment with knowledge of its associated products, processes and systems. Experience in data analysis, problem identification and reporting. Experience within a call centre environment (e.g., quality of engagements and development of agents).

Key Outputs :

• Conduct calibration sessions by verifying that Bankers are providing up-to-date information, follow current processes, call scripts and communicate effectively to clients in order to standardise the quality of calls and other forms of communication.
• Enhance understanding of all appropriate regulations and processes by interacting with compliance team to ensure QA processes are aligned with relevant rules and regulations.
• Perform quality assurance checks on an agreed sample size of calls logged to monitor whether the quality of the service provided is in line with the agreed minimum standards.
• Provide weekly and monthly feedback to the Manager, Affluent Express
• Implement quality assurance measures aligned to client expectations.Incorporate the relevant aspects into checklists to prevent reoccurrence as identified through audits.

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Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Team Working
• Managing Tasks
• Meeting Timescales

Technical Competencies:

• Compliance
• Customer Reception and Channelling
• Customer Understanding (Business Banking)
• Product and Services Knowledge
• Risk Awareness
• Risk Identification
• Risk Reporting

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