Building relationships across teams and functional lines to enhance work delivery, collaboration and innovation.Leverage processes and technologies to meet business needs.Identify business process improvements (cost savings or efficiency improvements)Conduct time studies on processes.Manage own development to increase own competencies.

Providing an independent and unbiased audit function.This includes support to Agents, Team Leaders, Business Unit Leader (BUL) and Business Centre Leader (BCL) by driving the Quality, Compliance and SOP function to higher level. This entails monitoring and evaluating Compliance, SOP & Quality drivers and issues. Duties:Review a range of calls for auditing purposesIdentify risk and compliance issuesReview issues detected with relevant role playersEnsuring the quality of all calls made based on benchmarks defined by the Quality Assurance Department.Be proactive with risk identifiedDaily administrationIdentify gaps and feedback to training and operational departmentsCoordinates and facilitates call calibration sessions.Provides feedback to call centre team leaders and managersPrepare and analyzes internal and external reports for management staff review

Role Core PurposeThe Quality Assessor team leader actively manages a team of assessors to ensure that all assessment mandates are met.They are responsible for ensuring the quality of feedback as generated by assessors to operations by actively coaching and calibratingThey are responsible for managing and ensuring staff performance and adherence to company policies They are responsible for communicating trends and providing reportsThey are responsible for managing relationships with areas being assessedThey are responsible for adherence to internal departmental policies and processesKey ResponsibilitiesMandate and sample rate management within teamPerformance managementReporting on team performance and trends identifiedCalibration within teamCalibration with loans operations and fee incomeProcess MaintenanceBuilding relationships with key individuals and teams to actively drive down non-complianceRelationship ManagementMaintain team capacity and skills management information

Assessing, linking and saving FICA documents for Contracts Department- Linking & saving Credit & Validation documents- Linking & saving Fraud documents- Follow up on outstanding documents for Credit, Validations and Fraud Departments- Follow up on outstanding documents for Contracts- Verify bank details with relevant banks on application- Risk assessment of potentially fraudulent applications- Investigation of bank account changes & application bank verification- Confirmation of employement.

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Market research for new productsDay to running of factoryPayrollGeneral adminstration