Job Summary
- Employer: FNB (First National Bank), part of FirstRand Group
- Job Type: Full-time
- Location: Gaborone, Botswana
- Category: Quality Assurance
- Closing Date: 2026-09-30
Key Responsibilities
- Conduct routine, systematic quality reviews across operational processes to ensure compliance with approved standards, internal policies and regulatory requirements.
- Identify non‑conformances, defects, and process deviations, documenting findings with clarity, accuracy and actionable detail.
- Maintain up‑to‑date quality records, assessment outcomes and audit trails to support governance and reporting requirements.
- Analyse recurring quality issues, emerging trends and root causes, and escalate insights to management for decision‑making and process optimisation.
- Prepare clear, concise quality reports, dashboards and summaries for operational teams and leadership.
- Support the implementation of continuous improvement initiatives aimed at reducing defects, enhancing process efficiency and improving customer outcomes.
- Participate in testing and validation of new processes, systems or changes to ensure quality implications are identified before rollout.
- Provide direct feedback, coaching and guidance to frontline staff to help correct errors, reinforce best practices and strengthen process adherence.
- Ensure operational teams understand quality standards and consistently apply them in day‑to‑day activities.
- Serve as a liaison between operational teams, quality governance bodies and leadership by communicating insights, risks and improvement opportunities.
- Maintain and update quality documentation (e.g., checklists, scoring guides, assessment templates) to ensure alignment with changing processes.
- Support calibration activities to ensure consistent scoring and interpretation of quality outcomes across assessors and business units.
- Apply recognised quality methodologies including root‑cause analysis and continuous improvement frameworks to strengthen the integrity of quality findings.
- Gather and analyse customer feedback, survey results and related data to identify service gaps, trends and improvement opportunities.
- Support market and competitor analysis where customer experience or quality implications exist.
- Contribute to aligning operational processes with customer expectations and internal service standards.
- Identify potential risks, control weaknesses or process inefficiencies and recommend corrective actions.
- Support monitoring activities that ensure compliance with internal governance, risk management policies and applicable regulatory requirements.
- Promote a culture of proactive risk awareness and quality consciousness within operational teams.
- Monitoring Interactions:Regularly reviewing interactions, to assess agent performance against established criteria. This helps identify adherence to scripts, proper handling of issues, and overall client service effectiveness.
- Performance Analysis: Analysing data from monitored interactions, alongside key performance indicators (KPIs), to spot trends, recurring issues, and areas needing attention
Requirements
How to Apply
REF Code: R53616
About the Company
FNB Botswana is a licensed commercial bank operating in Botswana under the supervision of the Bank of Botswana. It provides retail, business, and corporate banking services across major urban centres including Gaborone, Francistown, and Maun. The bank launched operations in Botswana in 2011 after acquiring the former Botswana National Bank. FNB Botswana is a wholly owned subsidiary of FirstRand Limited, but it holds its own banking licence and operates independently within Botswana’s regulatory framework.
Banking and financial services in Botswana
Frequently Asked Questions
What qualifications or certifications do I need to become a Quality Assurer at a bank like FNB in Botswana?
Most banks in Botswana require a bachelor's degree in Business, Finance, IT, or a related field. Professional certifications such as ISTQB for software testing or Six Sigma are highly valued. Relevant experience in banking operations or quality assurance is often preferred.
What are the typical day-to-day responsibilities of a Quality Assurer in Botswana's banking sector?
You will review banking processes, test systems and applications for defects, and ensure compliance with Bank of Botswana regulations. Daily tasks include documenting errors, collaborating with IT and operations teams, and preparing quality reports for management. You may also conduct audits on customer service standards and internal controls.
How does the work culture at major banks in Botswana affect Quality Assurers?
Botswana's banking sector emphasizes professionalism, punctuality, and respect for hierarchy. Quality Assurers are expected to maintain high ethical standards and confidentiality due to sensitive financial data. Dress codes are typically formal, and teamwork across departments is essential for success.
What career progression opportunities exist for Quality Assurers in Botswana's banking industry?
With experience, you can advance to Senior Quality Assurer, Quality Assurance Manager, or Head of Quality Assurance. Some professionals transition into risk management, compliance, or project management roles. Continuous upskilling through local institutions like BIDPA or international certifications accelerates promotion prospects.
What benefits should I expect as a Quality Assurer working for a major bank in Botswana?
Major banks typically offer medical aid schemes, pension contributions, and annual leave in line with Botswana's labour laws. Additional benefits may include performance bonuses, staff banking products, and professional development support. Specific packages vary by employer and your level of experience.
How do I apply for a Quality Assurer position at FNB or similar banks in Botswana, and what do employers prioritize?
Apply through official career portals, recruitment agencies like HRMC, or professional networks such as BIHA. Employers prioritize attention to detail, analytical skills, and familiarity with banking regulations. Tailor your CV to highlight relevant experience and prepare for competency-based interviews focusing on problem-solving scenarios.
