Nicola Jordaan

1.) Insight and Knowledge at a Vertical Level. 2.) Assisting in sales efforts to prospects by presenting the Aegis Quality approach (COPC® QPO). 3.) Management of National Quality Department. 4.) Customer Satisfaction performance reporting, analysis and actions to improve the customer experience. 5.) Implementation of transactional quality monitoring, including analysis, calibration, reporting and root cause analysis. 6.) Liaison with external consultants and management of vendor contracts. 7.) Driving a Quality Culture amongst Operations and using the Quality System as an early warning mechanism to impact process change, reduce costs and improve efficiency whilst increasing Customer Satisfaction. 8.) Responsible for program Quality metrics (KPIs) - Quality contractual obligations are met; Ensure required number of monitorings are being done each week/month. 9.) Responsible for all Business Level reporting timely, accurate and effective – Monthly / Weekly Reports including Summary Data and Root Cause Analysis. 10.) Responsible for Quality Improvement recommendations and working with operations to effectively implement - Measure effectiveness of Performance Improvement Actions; Raising flag when actions are not working. 11.) Lead initial calibration sessions with QAs and Client. 12.) Primary point of contact for clients - Answer on-going questions about Quality; Address Client feedback/concerns/recommendations. 13.) Work with Clients and Senior Management on Business Intelligence (BI) requests. 14.) Roll-out COPC® QPO approach as necessary (Aegis Approach Implementations Specialist). 15.) Design of Sampling Plans and understanding of Precision. 16.) Quality form and definition document design. 17.) Training of new Quality staff on Quality Approach. 19.) Quality Performance Improvement Specialist (Lead on Performance Improvement Projects and / or Clients – Implementation & Driver of Performance Improvement Recommendations and Effectiveness Tracking).

1.) Management of National Quality Department. 2.) Customer Satisfaction performance reporting, analysis and actions to improve the customer experience. 3.) Implementation of transactional quality monitoring, including analysis, calibration, reporting and root cause analysis. 4.) Liaison with external consultants and management of vendor contracts. 5.) Assist in sales efforts to prospects by presenting the Quality approach. 6.) Responsible for program Quality metrics (KPIs) - Quality contractual obligations are met; Ensure required number of monitorings are being done each week/month. 7.) Responsible for all Business Level reporting timely, accurate and effective – Monthly / Weekly Reports including Summary Data and Root Cause Analysis. 8.) Responsible for Quality Improvement recommendations and working with operations to effectively implement - Measure effectiveness of Performance Improvement Actions; Raising flag when actions are not working. 9.) Lead initial calibration sessions with QAs and Client. 10.) Primary point of contact for clients - Answer on-going questions about Quality; Address vendor feedback/concerns/recommendations. 11.) Work with Clients and Senior Management on Business Intelligence (BI) requests. 12.) Roll-out COPC® QPO (Aegis) approach as necessary (Aegis Approach (COPC® QPO) Implementations Specialist). 13.) Design of Sampling Plans and understanding of Precision. 14.) Quality form and definition document design. 15.) Training of new Quality staff on Quality Approach as well as roll-out to the Operation. 16.) Quality Performance Improvement Specialist (Lead on Performance Improvement Projects and / or Clients – Implementation and Driver of Performance Improvement Recommendations and Effectiveness Tracking).

1.) Management of Regional Quality Department. 2.) Development of the Customer Experience Enhancement Strategy. 3.) Maintaining Industry relations with regard to Quality as a Call Centre function. 4.) Implementation of transactional quality monitoring, including analysis, calibration, reporting and root cause analysis. 5.) Assist in sales efforts to prospects by presenting the Quality approach. 6.) Responsible for program Quality metrics (KPIs). 7.) Responsible for all Business Level reporting timely, accurate and effective – Monthly / Weekly Reports including Summary Data and Root Cause Analysis. 8.) Lead initial calibration sessions with QAs and Client. 9.) Compliance to Quality Strategy & Approach Auditing. 10.) Primary point of contact for clients and Management. 11.) Specified Design of Quality Approach and Sampling Requirements by Client Needs. 12.) Quality form and definition document design. 13.) Training of new Quality staff on Quality Approach as well as roll-out to the Operation. In Terms of FSB Compliance: 1.) Manage all activities & requirements that would ensure that CCN’s maintains its FSB license as an Accredited Financial Services Provider and CCN’s individual Financial Services contact centres are compliant. 2.) Act as an additional Compliance Officer for CCN. 3.) Oversee the relationship between CCN & its compliance partner (Compliserv) as well as ensuring all requirements are met to assist Compliserv in their duties. 4.) Assist Compliserv in the bi-annual FSB audits & reporting on this. 5.) Provide regular feedback (quarterly) to EXCO on FSB Compliance.

1.) Management of Quality Strategy. 2.) Monitoring of transactions. 3.) Using appropriate Quality Forms and Definitions for assigned programs. 4.) Use of Quality Monitoring tools, systems, and processes. 5.) Participation in Internal and Client Calibration efforts. 6.) Ad-hoc Monitoring and Research for purposes of identifying and improving key business issues. 7.) Adherence to Monitoring Requirements to meet Sampling Objectives. 8.) Identified trends as observed through monitoring efforts, communicated those to management, and participated in problem solving process. 9.) Set-up & Completion of Team Leader Calibration. 10.) Completing Customer Satisfaction Surveys, Analysis of Results and Performance Improvement measures / Action Plans to improve CSAT Results. 11.) Maintaining knowledge and understanding of the assigned client programs Products and Processes through ongoing training. 12.) Coaching to Individuals on outcome of transaction monitoring. 13.) Performance Management / Personal Development of Team.

1.) Resolution of Customer Queries / Concerns (Issue Resolution). 2.) Resolution and Input of Customer / Client requests into a Case Management System according to established guidelines. 3.) Maintenance and Improvement of quality results by adhering to standards and guidelines; recommending improved procedures. 4.) Researching Required Information using Available Resources. 5.) Complaint Management & Resolution. 6.) Provision of Product and Service Information. 7.) Escalation of Priority Issues. 8.) Call Routing to Appropriate Resources. 9.) Production of Call Reports. 10.) Case Logging & Management. 11.) Daily Production Input. 12.) Meeting Customer Commitments. 13.) Providing Customer Satisfaction to both Internal and External Customers, Striving to continuously improve Service Delivery.