Lead Associate - Transactional Quality

Job DescriptionAssess/Monitor calls against the required targets set out- Analytical skills to identify opportunities within reportsTrack and manage improvements based on coaching's provided to Solvers- Create weekly action plans to improve the bottom/Mid Quartile for all Level 1 KPI's (IE, NPS/Conduct/AHT)- To ensure professional, polite, friendly, and efficient service is always offered by yourself and Solvers- To conduct Quality assessments on advisors through SBS (Side by Sides)- To conduct compliance checks to meet SLA's- To administer calibration sessions with all relevant stakeholders (At Solver & Team Leader Level)- To conduct audits upon request and provide managers with the necessary feedback.- Meeting the quality & operational standards.- To conduct meetings with Solvers & team leaders Daily/Weekly/Monthly- To ensure that all advisors receive coaching/Feedback on a daily basis- To mentor Solvers on a daily basis- Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods.- Maintain library of model documents, templates, or other reusable knowledge assets.- Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders- Assure compliance requirements are met and implement solutions to prevent non-compliance- Attend Meetings with operations team and/ or client to report on Coaching analysis- Collect data on processes in preparation for analysis to determine areas of improvement- Ensure accurate data capturing- Conduct spot checks on quality assessments to ensure alignment between the various stakeholders- Weekly Call taking to ensure that your knowledge and competence are at the required level.QualificationsGrade 12 (Matric) or equivalent• Achieving Conduct & NPS Scores for the last 3 months consecutivelyAdditional Information