Officer, Quality Assurance – Stanbic Bank Botswana

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

To provide a quality assurance function for the Personal and Private Banking and its value chain; to monitor and evaluate the quality of customer interactions in alignment with the Complaints Management standards and framework.

Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Banking

Experience Required
Client Coverage
Personal and Private Banking
3-4 years
Experience of working in a either a Branch or Private Banking environment with knowledge of its associated products, processes and systems. Experience in complaints management and application of complaints regulations. Experience in data analysis, problem identification and reporting.

Behavioral Competencies:

• Articulating Information
• Challenging Ideas
• Convincing People
• Developing Strategies
• Directing People
• Embracing Change
• Making Decisions
• Providing Insights
• Showing Composure
• Taking Action
• Thinking Positively
• Upholding Standards

Technical Competencies:

• Call Reporting
• Compliance
• Customer Reception and Channelling
• Digital Analytics and Reporting
• Product and Services Knowledge
• Promote Good Governance, Risk & Control
• Risk Awareness