Quality Consultant ( Legal Risk and Compliance) - 12833

Job No:  12883
Quality Consultant (Legal Risk and Compliance)
Location:  Hillcrest Durban
Reporting to: Head of Legal, Risk and Quality Manager
Direct reports: Non-at this time
Salary:  R8 000 - R10 000 Per Month
Six-month maternity contract

Our client a game-changing, independent financial services provider with the audacious goal to shift the life of every South African for the better.

  • Born free, they opened their doors in 1994
  • Have grown consistently by over 40% in the past 18 months.
  • With over 750,000 customers,
  • They are probably the most exciting company that you've never heard of!

Purpose of the Role:

Are you the kind of person that never blinks, fearing that you will miss something? The kind of person who always thinks and believes that there is always room for improvement, and you never compromise on quality? If you believe that questions are the answer, and never rest until a problem has been handled, we are looking for someone like you to fill the role of Quality Consultant.

Key Responsibilities:

  • Ensuring that the quality standards across the entire business are constantly monitored through accurate feedback and evaluations
  • Ensuring that the feedback we receive from the external QA provider is accurate and reflects our quality policy (business model) and context
  • Driving agent improvement through managing the corrective action process
  • Making the business accountable for managing their own quality standards
  • Promoting a culture of quality within the business
  • Working with the product team to establish appropriate quality standards
  • Ensuring that any deviation from agreed thresholds (e.g. Brand Alerts, IBs) are reported promptly to "upline" and relevant business stakeholders
  • Advising and assisting in establishing quality/sustainability standards and procedures
  • Assisting Quality Manager with administrative responsibilities

What your day will be like:

  • Reporting on the quality standards to the Quality Manager daily
  • Reporting to the relevant stakeholders in the business on a timely basis and to keep senior management abreast of significant developments identified during evaluation of quality standards
  • Report any systemic quality issues to the Risk and Compliance Manager and Head of Legal, Risk & Compliance
  • Managing ad hoc daily requests from across the business in relation to QA investigations and sales insights
  • Providing meaningful feedback and recommendations in relation to these
  • Ensuring relevant documentation is sent to HR and Line
  • Leaders detailing high risk agent behaviour (brand alert, compliance alert, unethical selling and integrity breach sales)
  • Ensuring quality related agent behaviour is managed according to the disciplinary code
  • Aiding related to quality projects in the business
  • Recommending changes to quality controls to eliminate the problems/risks highlighted in the Quality Reports
  • Analysing records of Quality Reports to identify specific problems or trends over time
  • Giving input on managing and controlling risk
  • Maintaining relationships with all internal and external partners

Knowledge, Experience & Skills:

  • Reporting on the quality standards to the Quality Manager daily
  • Reporting to the relevant stakeholders in the business on a timely basis and to keep senior management abreast of significant developments identified during evaluation of quality standards
  • Report any systemic quality issues to the Risk and Compliance Manager and Head of Legal, Risk & Compliance
  • Managing ad hoc daily requests from across the business in relation to QA investigations and sales insights
  • Providing meaningful feedback and recommendations in relation to these
  • Ensuring relevant documentation is sent to HR and Line
  • Leaders detailing high risk agent behaviour (brand alert, compliance alert, unethical selling and integrity breach sales)
  • Ensuring quality related agent behaviour is managed according to the disciplinary code
  • Aiding related to quality projects in the business
  • Recommending changes to quality controls to eliminate the problems/risks highlighted in the Quality Reports
  • Analysing records of Quality Reports to identify specific problems or trends over time
  • Giving input on managing and controlling risk
  • Maintaining relationships with all internal and external partners

Skills Competencies:

  • Relevant tertiary degree/diploma/ matric
  • Confident and assertive
  • The ability to assess and evaluate processes and decide on most effective route.

Personal Characteristics:

  • Strong EQ
  • Attention to detail
  • Deadline orientated
  • Strong work ethic
  • Open to change
  • Creative
  • Strong communicator
  • Proactive forward thinker
  • Energetic and focused
  • Passionate
  • Confident
  • Resilient