QUALITY ASSURANCE• Provides advice and guidance on compliance issues• Monitors the results of implemented corrective action• Ensures operational benchmarks are established, communicated and consistently applied• Directs and manages risk compliance issues• Develops and maintains a quality management system• Reviews CSC business processes at agreed intervals to ensure applicability• Analyses benchmarking information to ensure relevance• Monitors effectiveness of intervention by identifying measurements criteria and timelines• Implement efficiency improvements within the Quality Assurance environment using relevant automation tools.PEOPLE MANAGEMENT• Maintains employee relations.• Manages employee performance.• Trains, mentors and coaches subordinates.• Develops a challenging and rewarding working environment.• Identifies motivational drivers of staff.REPORTING AND ANALYSIS• Analyses data contained in various reports and makes recommendations.• Conducts internal quality audits against set operational benchmarks• Reviews audit reports including trends and individual \ team performance• Conducts root cause analysis on incident reporting according to established methodologies• Review customer satisfaction feedback and identify training or process gaps• Prepares monthly trend analysis reports for the whole of CSCSTAKEHOLDER MANAGEMENT/ENGAGEMENT• Establishes and maintains cross functional collaboration• Develops internal and external stakeholder networks• Manages stakeholder expectations• Consults and interacts with key internal and external stakeholders to improve customer service delivery.• Conduct calibration sessions between the QA evaluators and Team Leaders to ensure efficient and effective communication of customer wants and needs.

To monitor and evaluate customer service interactions to ensure that the company’s standards are met and quality customer service is upheld.To add value by continuously driving service improvement. Raising awareness through feedback and providing recommendations for coaching & training

Responsibilities:• Account Management• Information Management• Quality Assurance• Customer Relationship Management

• Increasing customers benefits on savings, credit card, and current accounts