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Patricia L. — Mid-Level Banking Quality Assurance Specialist from South Africa

Patricia L.

Mid-Level Banking Quality Assurance Specialist

South Africa 6+ years
Open to offersNew to Platform
Languages
English
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About

Patricia M. is a seasoned professional with a decade of experience in the banking industry, most notably as a Quality Assurer at Nedbank Ltd, handling Home-loans & MFC from January 2019 to April 2024. Her role involved monitoring agent and customer interactions, managing Excel data, identifying risk and knowledge gaps, and producing detailed reports. She excelled at planning and organizing stakeholder engagements, managing schedules, and documenting meeting outcomes for strategic action plans. Recognized as a Nedbank Top Achiever, Patricia's commitment to quality and client satisfaction has been evident in her roles, previously serving as a Client Liaison Officer at MFC/Nedbank and an After Sales Agent at Call force Recruitment (Vodacom). She also holds a Core Banking NQF Level 5 certificate from Cornerstone, underscoring her banking acumen and expertise in quality assurance, governance, risk, and compliance, and business process analysis.

Experience

  • Quality Assurer

    Nedbank Ltd: Home-loans & MFC · 2019 — 2024
    Monitored the quality of agent and customer interactions. Managed Excel data administration and identified risks and knowledge gaps. Reported findings in detail, organized stakeholder engagements, and scheduled meetings while addressing conflicts. Documented meeting minutes and outcomes for action plans. Worked on process engineering, resource allocation, and solution formulation to enhance efficiencies. Provided feedback to stakeholders through weekly and monthly reports. Engaged in continuous learning for personal development.

  • Client Liaison Officer

    MFC/Nedbank · 2014 — 2019
    Rehabilitated client vehicle accounts by contacting clients, negotiating, concluding, and monitoring arrangements. Maintained client satisfaction through timely responses to general inquiries. Contributed to team dynamics by sharing product knowledge and assisted in reducing and managing impairments by implementing appropriate actions, including drawing daily reports.

  • After Sales Agent

    Call force Recruitment (Vodacom) · 2013 — 2014
    Handled incoming calls and emails from clients. Assisted clients with activating new contract lines while ensuring precision to deliver an excellent client experience and prevent incorrect activations.

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