Quality Assurance Agent


Nedbank is recruiting a Quality Assurance Agent, to be based in Windhoek, Namibia.
  • To provide advice and assist Call Centre Agents to improve the quality of service provided to the external and internal customers in order to minimize information security risks
  • To provide aftersales services and client retention for business continuity in order to improve the profitability and mitigate reputational risk
  • Ensure client Debit Order requests are completed by educating them
  • Ensure Client Debit Order Switch process is followed as per the Nedbank policy
  • Ensure client Salary Switching requests are completed by educating them
  • Ensure Client Salary Switching process is followed as per the Nedbank policy
  • To collate and route client requests to the relevant department by compiling notes and capturing on the system to create audit trail of account activities via CRM
  • Ensure improved service delivery by escalating areas of concern outside Service Level Agreement (SLA)
  • Review assigned requests by identifying pending information required to action the request
  • Outbound agents to call clients following a pre-determined script
  • Design evaluation form aligned to the deliverables as per Nedbank’s call agent assessment procedure by listening to the call/analyzing the correspondence
  • Ensure collation of information, including the call, is stored on the shared folder for record and audit purposes
  • Extract a sample of communication between agents and clients to select a random call/correspondence from the specific Systems
  • Ensure agent complies with policies and procedures by keeping abreast of the changes within their department
  • Raise the agent’s performance gaps by making notes in the focus points section of the relevant Nedbank assessment template
  • Keep abreast of legislation and other industry changes that impact on role by reading the relevant newsletters, websites and attending sessions
  • Understand and embrace the Nedbank vision and demonstrate the values through interaction with team and stakeholders
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives
  • Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems
  • Ad hoc duties as required
  • Essential Qualifications - NQF Level:
  • Matric / Grade 12 / National Senior Certificate
  • Preferably a higher Certificate:
  • Insurance , Matric / Grade 12 / National Senior Certificate
  • Must have 2 - 5 years banking and/or short-term insurance experience, with proven administration experience.
  • Technical/Professional Knowledge:
  • Administrative procedures and systems
  • Banking knowledge
  • Business principles
  • Data analysis
  • Governance, Risk and Controls
  • Microsoft Office
  • Relevant regulatory knowledge
  • Relevant software and systems knowledge
  • Business writing skills
  • Cluster Specific Operational Knowledge
  • Behavioural Competencies:
  • Earning Trust
  • Communication
  • Collaborating
  • Customer Focus
  • Managing Work
  • Quality Orientation
  • Only shortlisted applicants will be contacted
  • Preference will be given to candidates from the underrepresented groups
  • Please contact the Nedbank Recruiting Team at + 264 61 295 2155 / +264 61 295 2948
This vacancy is no longer accepting applications


  • Entity Nedbank
  • Location
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  • Published 17.05.2023
  • Expires 18.05.2023
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