Quality Control Agent

Overview

Quality Control Agent Jobs in Somerset West, Western Cape at Finbond Mutual Bank

Full Job Description

The Quality Control Agent will be responsible for ensuring compliance with regulatory

requirements in the processing of loan paperwork, monitoring customer service quality, and evaluating customer interactions across various channels. This role will ensure that the organization adheres to internal policies, regulatory standards, and provides the highest quality of service to both customers and branch networks.

Duties and responsibilities

1. Loan & Transactional Banking Paperwork Review:

 Ensure Compliance: Review loan documents and paperwork to ensure that all required

regulatory compliance standards are met.

 Regulatory Checks: Verify that loan files meet the necessary legal, regulatory and

operational requirements, including data accuracy and completeness.

 Identify Gaps: Identify any issues or missing information and work with relevant teams to ensure corrections are made.

2. Call Quality Monitoring:

 Evaluate Telephone Interactions: Regularly review recorded telephone calls between agents and customers to assess the quality of interactions.

 Assess Agent Performance: Ensure that agents follow appropriate scripts, guidelines, and protocols while maintaining a positive customer experience.

 Provide Feedback: Offer constructive feedback to agents based on call evaluations, identifying areas for improvement in communication, product knowledge, and customer service skills.

3. Monitoring Turnaround Time:

 Track Call Handling Times: Monitor and track the turnaround times for calls logged in Manage Engen to ensure prompt resolution of calls.

 Measure Efficiency: Ensure that calls are handled within acceptable time frames while maintaining quality service.

 Report Delays: Identify any delays or inefficiencies and work with relevant teams to improve processes.

4. Customer Satisfaction Surveys:

 Survey Design: Assist in the design, upkeep and distribution of customer satisfaction surveys to gauge customer sentiment regarding loan services, agent interactions, and overall experience.

 Analyze Feedback: Review survey results to identify trends and areas of improvement in customer satisfaction.

 Report Findings: Prepare reports summarizing customer satisfaction levels and recommend strategies for service enhancement.

5. Branch Survey & Call Centre Service Delivery:

 Evaluate Branch Feedback: Conduct regular surveys with branches to assess how well the call center is, meeting the needs of branch staff and delivering on its commitments.

 Monitor Service Levels: Ensure that the quality of service provided by the call center is consistent with branch expectations.

 Collaborate with Branches: Work closely with branch managers to address any concerns or areas where service delivery could be improved

Qualifications:

Matric

Experience:



Proven experience in quality control, customer service, or regulatory compliance within the financial services industry (preferably in loans or customer service).

 Experience in conducting call monitoring and customer surveys.

 Familiarity with loan documentation and regulatory requirements is a plus.

Knowledge and Skills:



Analytical skills

 Attention to detail

 Results-orientation

 Target driven

 Ability to perform duties efficiently and effectively without full-time supervision

Additional Requirements:



Strong understanding of regulatory requirements related to loans and customer interactions.

 Excellent attention to detail and ability to spot discrepancies or non-compliance.

 Strong analytical skills to interpret customer satisfaction data and call metrics.

 Exceptional communication skills for providing feedback and collaborating with cross functional teams.

Title: Quality Control Agent

Company: Finbond Mutual Bank

Location: Somerset West, Western Cape

Category: