About this role
Quality Assurer Location: Nedbank 135 Rivonia Road, Sandown, Sandton, Johannesburg. Closing Date 21 August 2026 Career Stream Quality Assurance Leadership Pipeline Manage Self: Technical Job Purpose To evaluate the quality of calls made by call centre agents in line with Nedbank policy. Job Responsibilities To meet target by listening to randomly selected calls per agent. Identify opportunities and make recommendations to add value to the quality assurance service provided. Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls. Contribute to team performance by attending and participating in collaboration sessions. Meet department requirements by adhering to call monitoring process. Meet target by scheduling and planning. Compile and submit reports monthly to provide input on performance. Ensure compliance of call scripts by compiling and sending to Risk and Compliance for approval. Improve quality of calls by providing recommendations. Keep abreast of legislation and other industry changes that impacts 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. Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers. Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames. Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team. Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.). Participate and support corporate social responsibility initiatives for the achievement of key business strategies. Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems. Minimum Experience Level 1 year or more Quality Assurance experience. Must have Team Leader experience. Essential Qualifications - NQF Level Matric / Grade 12 / National Senior Certificate Essential Certifications Short Term Insurance qualification. Technical / Professional Knowledge Administrative procedures and systems Banking knowledge Banking procedures Business principles Business terms and definitions Data analysis Governance, Risk and Controls Relevant regulatory knowledge Relevant software and systems knowledge Cluster Specific Operational Knowledge Behavioural Competencies Earning Trust Communication Decision Making Innovation Resolving Conflict Continuous Improvement Planning and Organizing Quality Orientation --------------------------------------------------------------------------------------- Please contact the Nedbank Recruiting Team at +27 860 555 566