We are seeking a highly skilled Consultant, Risk Execution to join our team in Johannesburg, South Africa. In this role, you will play a crucial part in monitoring and evaluating customer interactions through any channel or medium within the relevant Contact Centre for adherence to the Risk Execution frameworks. To gather all monitored information and compile into logical reports and provide analysed feedback to relevant stakeholders with the view to provide trends and insight on how to improve quality and proactively mitigate risks in their environment.

Analyse and associate external and internal Quality Management and Customer Experience Measurement Survey scores to provide business with improvement suggestions.Apply solutions relevant to the complexity, scope and magnitude of problems impacting on client service to frontline and coaches (e.g., identify problems while listening to calls and provide the improvement suggestions to the Contact Centre coaches.Conduct quality assurance evaluations (where relevant process audits and admin audits) on all call-centre staff to ensure set standards are maintained/developed regarding all client interactions in relation to Customer Experience and Technical Experience (Product, Systems and Process knowledge).Provide expert advice on regulatory compliance and industry best practices in risk managementEscalate serious offences to the Team Leader and Business Stakeholder based on the level of the client impact.Interpret and analyse data to produce reports that identify ways of optimising processes / technologies / people in an ongoing effort to eliminate recurring problems and improve client serviceMonitor staff interactions with clients and utilising an agreed template checking for risk and compliance, process and behaviour indicators as per agreed frequencies in line with the service, sales and risk management objectives of the Bank