Quality Assurance Analyst urgently needed: Apply Here
Bayport Financial Services
Sandton, Gauteng, South Africa
The Quality Assurance Analyst is responsible for performing the QA and control activities of Collections Officers within the Collections Call Centre. This involves testing the quality and consistency of the control framework and ensuring that Collections officers are performing within the prescribed quality standards. This includes identifying areas of improvements, provide recommendations on systems, scripting and behavioural components and developing programs that will improve collections overall.
Administration,Analytics,Auditing,Call Centre,Client Services,Communications,Compliance & Regulatory Affairs,Data Capturing,Operations
Demonstrates the ability to analyse situations, systems or numerical constructs and identify trends, errors and strengths and how data fits into a bigger picture.
Demonstrate the ability to apply, administer and manage the process of recovering any amounts owed from its clients. This includes the legal handover and action process.
Demonstrate the required knowledge and skills associated with operating a Personal Computer.
Continuous Improvement Management (feedback)
Demonstrate the ability to plan, design and implement continuous improvement feedback processes. Ensure action against all relevant recommendations.
Establish the mission, vision & objectives of credit analysis and verification.
Demonstrate the ability to (at a strategic level) plan, design and implement the overall credit culture of the organisation.
Facilitation of Meetings
Demonstrate the ability to run a productive and impartial meeting or coaching session to any group of persons that are meeting with a common purpose. I.e. experiential learning, active learning and concepts, problem solving etc.
Demonstrate the ability to identify and manage fraud as it pertains to the relevant industries.
General Administration Skills
Demonstrates sound general office administration. Identifies and organises resources needed to accomplish tasks; manages time effectively.
Industry Specific Knowledge (i.e. banking, insurance)
Demonstrates the business acumen required to function successfully within the industry, specific to the role filled.
Language proficiency: English
Communicates clearly and concisely in English. This includes both the verbal and written mediums.
Language proficiency: Other
Communicates clearly and concisely in any additional required language. This includes both the verbal and written mediums.
Operations Performance Monitoring
Through direct observation be able to monitor and direct operational performance.
Demonstrate the ability to track the performance at an individual, team and/or business unit level. This monitoring is aimed at ensuring that performance levels are reached.
Demonstrate the ability to display and discuss new products, ideas, or pieces of work to a selection of learners, staff, clients or potential new customers/clients.
Professionalism & Bayport International Toolkit
The ability to be professional at all times. As a representative of Bayport to ensure that the brand is at all times promoted through the individuals attitude, mannerism and dress.
Provide Constructive Feedback
Demonstrate the ability to communicate in a manner which alerts a person to an area of performance which could be improved. One way to achieve the best quality results wanted and needed is to express constructive feedback to workers, staff, learners, leaders and managers. The ability to provide direct feedback that enables the listener to change behaviour and allow for performance improvement.
Quality Assurance (QA)
Delivers error free outputs and deliverables. Demonstrates an understanding of QA as a discipline.
Demonstrate a knowledge of legislation that applies to the organisation and the environment in which it conducts it’s business, as well as region-specific legislation that may be relevant. Demonstrate the ability to keep abreast of changes to existing legislation and the introduction of new legislation. In addition, that this knowledge can be used and applied on a day to day basis.
Demonstrate the ability to plan and draft meaningful reports that require submission. Ensure that the reports will contain commentary and input that will add value to the target audience.
Risk Identification & Management
Demonstrate the ability to identify potential environmental, organisational and operational risks. Demonstrate the ability and mitigate and manage general and industry specific Risk within the responsibility area.
Specific operational IT Systems
Demonstrates the successful use of internal proprietary systems that enable business operations.
Specific regulatory parameters (industry related)
Demonstrates the ability to implement, maintain and manage all regulatory requirements of the specific industry.
Demonstrate the ability to offer direction and team leadership to allocated teams and display the required exemplary levels of leadership required.
Understanding own & others’ behaviour
Demonstrate the associated capabilities to review and assess one’s own and others’ performance with a perspective to improve/manage change where appropriate.
Demonstrate the ability to identify potential spaces for value add within the organisation and add value on an on-going basis to organisational processes, products, service offerings and resources.
Grade 12 or NQF level 4 qualification
Assessor, moderator and coaching qualification
3 to 4years collections and negotiating experience within a dialler environment
Excellent Bayport Product, Process and Systems knowledge
Excellent written and verbal communication skills
Quality Assurance experience –Advantage
Coaching experience – Advantage
Language proficiency in English and other
Computer skills i.e. proficiency in MS office applications
Must have the ability to work independently, manage workload and meet the required deadlines and targets
Job Closing Date