Quality Assurance Specialist

W​e are a global leader in transfer agency, employee equity plans, ​mortgage servicing, proxy solicitation, stakeholder communicatio​ns, and other diversified financial and governance services. The world's leadi​ng organizations work with us ​to maximize their relationships with investors, employees, creditors, members and customers.​​​​​What key accountabilities you will have in the role? Check the register figures and the issued capital Assess the quality of a wide range of customer enquiries/updates, ensuring Customer Service Representatives (CSRs) provide exceptional levels of service, up to date information and deliver first point resolutions Maintain a comprehensive working knowledge of processes and systems across all product lines Evaluate and record the quality and performance during each call, summarising findings; providing coaching, advice and guidance based on audit finding (Voice only) Evaluate and assess correspondence/transactions providing coaching via live coaching and/or Workflow coaching (Corres/TSG) Utilise findings constructively to provide support and subject matter expertise to update processes, procedures, providing feedback to our Technical Learning & Development teams where applicable. Develop job aids and other tools to assist CSRs in improving overall quality of interactions Support/motivate staff to achieve demonstrably improved results, providing intervention where necessary Work within Data Protection guidelines to ensure customer data is protected Act on ad-hoc requests from Quality Manager/relevant Contact Centre Manager to ensure quality standards are met Working in conjunction with Team Leaders to support improvement/development plans and provide quality performance updates What skills and experience will you bring to the role? Grade 12 1 - 3 years QA experience in a Contact Centre environment (Preferred) Relevant qualifications in relation to coaching/QA Any courses completed on internal LMS with regards to coaching/QA Diploma/Degree in Business or equivalent (Advantageous)