Verification Coach

What you’ll be doing

As part of your role, your responsibilities will include:

New starters

• Digesting handovers received from the training team on each new starter to ensure that the level of understanding, through proficiency reporting, meets the agreed standard that warrants the advancement from training into the live environment.
• Transitioning new starters from the training environment into the live environment.
• Working closely with the new starters during this transition phase to identify any concerns and to report these back to training, Leads and Service Manager and to remedy such concerns.
• Develop new starter’s skills from beginner to advance levels.
• Record and report on the agent’s progress to the leads and Service manager throughout the ‘probation’ period.
• Identify and communicate improvements required to the training programme.
• Recommending new or improved processes or systems to enhance the efficiency of verification.

Live coaching and QA

• Live Coaching on a constant basis through proactive engagement with agents focusing on improving efficiency and quality.
• Capturing and reporting on findings identified through Live Coaching.
• Providing feedback and upskilling from Live Coaching observations.
• Actively perform QA in line with the KPI per team members allocated.
• Track trends based on reporting.
• Addressing QA concerns with agents as soon as possible.

Agent development and Upskilling

• Utilisation of findings from live coaching and QA trends to identify topics that need to be covered on an individual, team or department level.
• Formulate performance improvement action plans, adressing problem areas highlighted while also recognising good work.
• Monitor and track improvement.

Essential skills sessions

• Utilize findings from live coaching and QA trends to identify topics that need to be covered.
• Creation, scheduling, and execution of these sessions
• These sessions address how we improve our service level skills with our “customers” (internal and external)

Wat sessions

• Utilize findings from live coaching and QA trends to identify topics that need to be covered for upskilling
• Creation, scheduling, and execution of these sessions
• These sessions focus on technical training and need to be bite size sessions
• Create and circulate tests or surveys to do consistent knowledge checks and benchmark the success of sessions in line with our proficiency model.

Information dissemination & training

• Ensure that information, both new processes and updates to processes are shared with all relative persons in the Risk and fraud Department, not limited to Verification department.
• Test understanding of information disseminated.
• Compile communication of information shared for all parties in the Risk & Fraud Department as well as the Customer Service Centre where necessary.
• Identify training requirements from identified trends.
• Document attendance and success of coaching for reporting.
• Keep concise records of QA Feedback, Live Coaching, WAT Sessions, Information shared with all parties and accompany these with test results to confirm understanding.
• Identify case-studies for training purposes.
• Ensuring that our Process & Policy Documents are kept up to date and intact with all new information / updates and is readily available for our agents to refer to.
• Ensuring that the Training Department is covered with regards to sharing of information relative to recent updates and roll-outs and that they too are tested for understanding post the sharing of information.
• Provide monthly QA reporting to the Team Leads & Service Manager.
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum 24 months experience within Risk/AML/Compliance.
• Minimum 12 months experience in Coaching/Training/Lead Role
• ICA/ CDD/EDD certifications with experience in Risk & Fraud and industry exposure
• Relevant Diploma/Degree and/or work experience in a related field within Risk/AML/Compliance
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Demonstrate consistent behaviour aligned to the organisation performance proposals
• Available to work in a 24/7 shift environment

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Knowledge of KYC and AML policy & procedures
• Previous coaching / teaching exposure
• Knowledge and understanding of Risk systems & technology
• Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports
• Knowledge & experience with PowerPoint and the creation of interactive presentations