INTRODUCTION
Nedbank is recruiting for a Quality Assurer based at 135 Rivonia Road, Sandown, Sandton, Johannesburg. The role focuses on evaluating the quality of calls made by call centre agents and helping improve the quality assurance service.
Applicants must have at least 1 year of Quality Assurance experience, Team Leader experience, Matric/Grade 12/National Senior Certificate, and a Short Term Insurance qualification.
QUICK FACTS
– Closing Date: 21 August 2026
– Location: Nedbank, 135 Rivonia Road, Sandown, Sandton, Johannesburg
– Minimum Requirements: Matric/Grade 12/National Senior Certificate; 1 year or more Quality Assurance experience; Team Leader experience; Short Term Insurance qualification
ABOUT THE OPPORTUNITY
The Quality Assurer role involves monitoring and evaluating randomly selected calls made by call centre agents in line with Nedbank policy and the call monitoring process.
The successful candidate will identify opportunities to improve call quality, make recommendations, compile reports, support compliance with call scripts, and work with stakeholders and the team to improve quality assurance.
The role falls within the Quality Assurance career stream and the Manage Self: Technical leadership pipeline.
WHO SHOULD APPLY
Applicants should have:
– Matric / Grade 12 / National Senior Certificate
– At least 1 year or more Quality Assurance experience
– Team Leader experience
– Short Term Insurance qualification
– Knowledge of administrative procedures and systems
– Banking knowledge and banking procedures
– Knowledge of business principles, terms and definitions
– Data analysis knowledge
– Knowledge of Governance, Risk and Controls
– Relevant regulatory knowledge
– Relevant software and systems knowledge
– Skills in communication, decision making and planning and organising
– Quality orientation and continuous improvement skills
– Ability to earn trust, resolve conflict and support innovation
PROGRAMME / JOB BENEFITS
– Opportunity to work in a Quality Assurance role
– Exposure to call monitoring and quality improvement
– Experience in banking and quality assurance processes
– Opportunities to develop personal capability through training and career progression
– Exposure to stakeholder engagement, reporting, compliance and process improvement
WHAT YOU WILL GAIN
This opportunity can help you gain experience in:
– Quality assurance and call monitoring
– Identifying and recommending quality improvements
– Data analysis and performance reporting
– Stakeholder relationship management
– Compliance with call scripts and monitoring processes
– Planning, scheduling and meeting targets
– Working in a banking and call centre environment
– Understanding relevant legislation and industry changes
KEY DUTIES / RESPONSIBILITIES
– Listen to randomly selected calls per agent to meet quality monitoring targets.
– Identify opportunities and make recommendations to add value to the quality assurance service.
– Establish and maintain stakeholder relationships to reinforce and improve call quality.
– Attend and participate in team collaboration sessions.
– Adhere to the call monitoring process and department requirements.
– Schedule and plan activities to meet targets.
– Compile and submit monthly reports to provide input on performance.
– Compile and send call scripts to Risk and Compliance for approval.
– Provide recommendations to improve call quality.
– Keep up to date with legislation and industry changes affecting the role.
– Understand and demonstrate the Nedbank vision and values when interacting with the team and stakeholders.
– Identify training courses and career progression opportunities through manager input and feedback.
– Complete learning activities, practise experience and obtain or maintain required certifications within specified timeframes.
– Share knowledge with the team to ensure correct information is provided to stakeholders.
– Participate in Nedbank culture-building initiatives.
– Participate in and support corporate social responsibility initiatives.
– Identify and recommend opportunities to improve processes, systems and policies.
– Support the implementation of new processes, policies and systems.
LOCATIONS AND REFERENCE NUMBERS
Johannesburg
– Nedbank, 135 Rivonia Road, Sandown, Sandton, Johannesburg
– Reference number: Not provided in the source content
HOW TO APPLY
1. Review the Quality Assurer requirements carefully.
2. Prepare your application and supporting information.
3. Apply through the Nedbank recruitment process for the Quality Assurer position.
4. Make sure your application reflects the required Quality Assurance and Team Leader experience.
5. Submit your application before the 21 August 2026 closing date.
For assistance with the application, contact the Nedbank Recruiting Team at +27 860 555 566.
IMPORTANT NOTES
– The closing date is 21 August 2026.
– The source content does not provide a salary or stipend.
– The source content does not provide an application email address or postal submission address.
– No reference number is provided in the supplied content.
– Nedbank advises applicants to contact the Recruiting Team at +27 860 555 566 for assistance.
FINAL WORD
If you meet the stated experience, qualification and education requirements, make sure your application is submitted before the 21 August 2026 deadline. For assistance, contact the Nedbank Recruiting Team on +27 860 555 566.