Mukuru has an opportunity available for a Compliance Ops Quality Assurance Specialist to join the Operations team based in Cape Town.

As a Compliance Operations Quality Assurance Specialist, your role involves evaluating customer interactions across various channels, including calls, chats, and emails. Your focus will be on maintaining and improving the quality standards. The primary objective is to ensure that Compliance Ops consultants adhere to quality standards, compliance requirements, and approved scripts and scorecards. This role also involves close collaboration with the Compliance and AML teams to meet and exceed customer expectations through effective quality management.

The specialist reports directly to the Quality Assurance Team Lead. Internally, you will collaborate with various teams, including the Customer Support and CXI Teams, as well as other relevant internal stakeholders. External liaising involves interacting with customers and business partners.

Key Duties and Responsibilities (include but is not limited to):

Quality Assurance

Perform interaction evaluations, live monitoring, quality audits and provide trend data analysis to the management team

Participate in designing scripts, scorecards, and product knowledge base.

Provide feedback to management through daily, weekly and monthly reporting areas for improvement

Document customer support and compliance operations standard operating processess and identify areas of improvement

Ensure security measures, GDPR and POPIA are in place within the Compliance Ops team

Conduct and manage calibration sessions with the Compliance Operations team

Responsible for increasing the Compliance Operation department's customer satisfaction

ratings on all channels by ensuring that the team provides exceptional customer service

Continuously examine opportunities for quality improvements within the Compliance Operations team

Conduct regular coaching sessions with consultants and team leaders

Ensure communication etiquette is adhered to in accordance with quality assurance standards

Monitor and manage own targets

Ensure that Compliance Operations team product knowledge is in accordance with quality

assurance standards

Participate in all required compliance training and assessments

Key Requirements:

• Grade 12 or equivalent

• Degree/Diploma (Desirable)

• Mukuru call centre training course

• 3 5 years customer service experience (Essential)

• 1 2 years' QA experience in a call centre environment (Essential)

• 6 12 months data analysis (Desirable)

• Understanding of Compliance Operation processes, Payment Operations, Field Agents and

• Remittance (Essential)

• Knowledge of money transfer procedures

• Knowledge of FICA, POPI & GDPR regulations

• Knowledge of African currencies

• Knowledge of customer service principles

• Knowledge of communication techniques and practices

• Knowledge of sales techniques

• Knowledge of call, chat and email scripting

• Knowledge of Customer satisfaction analysis

• Knowledge of SOP Creation

Key competencies and skills:

• Self-managed, reliable, and confident

• Able to think independently and creative thinker

• Analytical and attention to detail

• Excellent communication skills

• Ability to handle multiple tasks/projects

• Ability to adapt well to new situations and shifting priorities

• Must be flexible with schedule

• Microsoft Office

• Organisational & administrative skills

• Perseverance

• Problem Solving

• Integrity

• Empathy

• Vision

• Time management skills

• Attention to detail

• Ability to read customers

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS