Financial Services Quality Assessor

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Perform scheduled, random, and targeted quality assessments across individual, team, and operational workflows.

• Review and evaluate inbound and outbound contact center telephone calls, emails, live chat interactions, and written correspondence.

• Analyze field agent body-worn video recordings in relation to operational procedures, professional conduct expectations, and compliance standards.

• Assess customer experience, communication skills, professional behavior, vulnerability indicators, data accuracy, and secure handling of information.

• Reconcile all recorded field visits from the previous working day with body-worn video footage.

• Conduct risk-based dip-sampling of short-duration field visits.

• Maintain thorough records of assessment scores, rationales, findings, discrepancies, and any missing media.

• Report suspected regulatory violations and significant compliance issues.

• Compile quality assurance reports and analyses for management review.

• Engage in calibration sessions with managers and subject matter experts.

⛳️ Requirements

• At least two years of direct experience in a Quality Assessor, Quality Analyst, Quality Assurance, or a closely related assessment role.

• Proven experience in evaluating and scoring recorded customer interactions using an established quality assurance framework or scorecard.

• Demonstrated ability to produce evidence-based assessment findings and provide constructive performance feedback.

• Practical experience in identifying quality shortcomings, compliance issues, coaching requirements, and recurring performance trends.

• Previous experience in maintaining accurate evaluation records and consistently achieving agreed-upon quality assessment volumes.

• Active involvement in formal quality assurance calibration sessions.

• Excellent written and spoken English communication skills.

• Strong attention to detail, listening comprehension, and objective, evidence-based assessment skills.

• Ability to collaborate effectively with management in the United Kingdom.

• Experience in quality assessment within a contact center, customer service, collections, financial services, insurance, or similar high-volume customer interaction environment.

• Willingness and capacity to learn about United Kingdom enforcement environments and operational processes.

• Proficient in Microsoft 365 (Microsoft Office 365 ProPlus).

🏝️ Benefits

• Permanent employment.

• Full-time remote work.

• Dedicated, secure remote working environment.