Description:
CHOICE BUSINESS SOLUTIONS BELIEVES THERE IS NO WRONG PERSON. WE KNOW THAT EVERYONE IS UNIQUE AND TALENTED IN THEIR OWN WAY. WE ARE SEEKING THE RIGHT INDIVIDUAL TO JOIN ONE OF OUR CLIENTS AS A HUMAN RESOURCES QUALITY ASSURANCE OFFICER
MAIN DUTIES & RESPONSIBILITIES:
Monitoring & Coaching
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Conducts quality assurance evaluations conversations between clients and Frontline team members, which forms part of the team members’ continuous performance appraisal
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Continuously performs on- the- job observation /evaluation of Frontline team members
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Conducts CP-related training needs analysis of team members to identify training gaps
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Make recommendations to TLs for remedial competency assessment /development based on quality checks
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Conducting audits on all the processes using current repository of complaints to identify breakdowns and recommend quality control check points
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Propose CP process standards and create certification principles/guidelines to help achieve:
- Family friendly compliance
- Family friendly credit risk management
- Hiring and promoting based on differentiators
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Monitoring & Maintaining CP Standards – Developing criteria related to our differentiators for both people and process development.
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Responsible for Ideas Management - Capturing, processing & rewarding ideas that will enhance the delivery of our differentiated Client Value Proposition (CVP)
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Continuously assess the QA form to ensure it is raising the bar of 's client care as well as meets and exceeds international industry standards.
Training
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Works closely with Frontline leadership to coordinate training programmes for team members based on competency gaps
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Ensure ’s quality assurance and Client Partnership training programmes are consistent with international best practices
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Produces training manuals/material as required
Research, Analysis & Reporting
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Conducts research to keep abreast of QA industry changes, best practices, standards and trends as it relates to CX performance monitoring and coaching
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Developing mechanisms to measure and report how well the differentiators have permeated every aspect of CP delivery - "Family Experience" and Leadership and People Development
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Working closely with CHDT’s training team to conduct training needs analysis of team members to identify training gaps
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Provide Research and Analysis reports to support QA-related decision making in order to further ’s short, medium and long-term CP objectives.
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Designs, implements and maintains reporting frameworks to provide information on the CP competence of the team; highlighting the areas of strengths, weaknesses, opportunities and threats and recommends ways to close gaps
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Recommends, tracks and reports on CP key performance indicators
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Delivers reports per timelines agreed and makes amendments to reports as required to improve decision-making capability
General
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Proposes new methods of inspiring team members and rewarding behavioural performance related to CP/ Differentiators
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Participates in or leads specific projects as assigned Performs any other task as required.
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Is engaged in the transformation process for the continuous improvement of and its associated companies.
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Continually engages in learning and professional development relevant to this role.
EDUCATION, TRAINING & WORK EXPERIENCE REQUIRED:
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First Degree in Management, Finance or Human Resources. Good quantitative and analytical skills.
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Training and experience in Analysis and Reporting
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Certification as a professional trainer or in education would be an asset. A basic understanding of adult learning theory. Maturity, good judgement, listening skills and the ability to relate to diverse groups of team members.
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Licensed by the Financial Services Commission, or a suitable candidate for licensing.
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In-depth knowledge of financial sector instruments, laws, regulations, ethics and professional jargon. Intimate knowledge of ’s products, policies & procedures and of our internal training programmes. Intimate knowledge of the local financial market operations, while exposure to international money markets would be a distinct asset.
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Excellent oral and written communication skills. Skilled in the use and interpretation of non-verbal communication. Knowledge of a major foreign language would be an asset.
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An extensive background in providing excellent customer service using various communication channels – telephone, email, chats
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High level of proficiency in the use of computers, including databases, scheduling software, word-processing, spreadsheets and presentation programmes.
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Minimum of three years’ work experience in a similar supervisory/ quality capacity or in the direct provision of financial advisory and/or investment services via the telephone with a high level of individual performance.
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Research, report writing, and presentation skills
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Interpersonal/human relations skills and the ability to foster harmonious relations; able to engage cross-functional teams and individuals across all levels
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Qualitative and quantitative analytical skills
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Advanced proficiency in Excel
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Quality Enhancement methodologies e.g. Six Sigma
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Talent for:
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Forward looking thinker, who actively seeks opportunities and proposes solutions
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Effective Collaboration
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Good leadership qualities with ability for self-motivation and achievement.
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Solution Oriented
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Sound Judgement
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Excellent Distinct display of initiative.
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Propensity for accuracy
AUTHORITY:
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To observe client interactions with Frontline team members
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To design training programmes for specific groups as required
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To gather and collate information from internal and external sources, to provide a comprehensive assessment of service quality and team member performance.
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To gather and collate information from internal and external sources to ensure that learning materials are relevant to current guidelines
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To diagnose gaps in team member performance levels through analysis of performance reports, on-the-job observations and provide feedback accordingly
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To determine training needs and learning objectives for training programmes as appropriate
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To administer assessment and evaluative exercises and tests
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To submit written results of participants performance (scores, competence) to team leaders and make recommendations for follow up.
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To identify and recommend seminar/courses/programmes which would enhance own on-the-job skills.
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To exercise ‘extreme’ creativity in exploring and/or innovating training materials/programmes.
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To recommend remedial training for a Team Member whose work is not at the required standard.
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