- Link: Quality Analyst - Trading Services from IG Markets
- Dates: All year 2024
- Job location: Johannesburg, South Africa.
- Job description: Conduct regular evaluations of client interactions, focusing on CSAT, internal quality metrics, and overall service quality. Provide actionable feedback and coaching to Trading Services Analysts and Trainee Sales Traders to foster performance improvements. Develop a deep understanding of current procedures, policies, and processes to align evaluations with business objectives. Identify trends and recurring issues from client interactions and suggesting areas for service delivery improvement. Collaborate within the Training and Development team to align training materials with evaluation results. Monitor team performance against established quality metrics and KPIs, ensuring adherence to service standards. Assist in the creation and updating of internal feedback forms and evaluation tools. Report evaluation results to management, highlighting insights, trends, and recommendations for process improvements. Liaise with other teams, including Trading Services and Client Services, to communicate concerns and recommend corrective actions. Ensure adherence to IG’s Tone of Voice and brand experience principles.
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