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About the Division 

Deloitte Tip-offs Anonymous provides an anonymous reporting channel for unethical behaviour in the workspace. Globally, whistle-blowing hotlines are seen as the most effective source of information to combat occupational fraud, and having an independent hotline in place serves to strengthen the first line of defence in combatting fraud.

For more information on Deloitte TOA, visit our website: www.tip-offs.com

Main purpose of Job

Under minimal supervision, you will provide inbound and outbound telephonic services to our internal and external clients. You will be part of the Tip-Offs Anonymous (TOA) team, with focus on controls, and processes and specific projects allocated to you. You must be fluent in speaking, reading, and writing English, KiSwahili, and Tsonga.

Key Performance Areas:

Strategic Impact:

• Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area
• Positive impact on broader team

External/ Internal Client Impact: 

• Performs a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)
• Produces timeous and accurate work in support of the broader team’s delivery
• Raises issues promptly that may impact broader delivery
• Work is accurate and on time

Operational Effectiveness

• Maintains close focus on timelines and accuracy ensuring quality of delivery of the role
• Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and procedures
• Provides wrap-up reports to superior
• Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved
• Quality outputs that meet deadlines
• Accuracy negates risk of output 
• Quality reporting
• Business requirements are achieved

Development/ Growth:

•  Actively works to address identified development areas
•  Visible attention to own development

Budgets/ Profitability:

• Effectively uses time, equipment and resources  
• Accuracy of financial records

Specialised Competencies:

• Provides inbound telephonic services to client’s subject to the requirements of the TOA procedures, systems, and client SLA’s.
•  Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clients
• Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processes
• Matters escalated and guidance sought where necessary
•  Effective and accurate provision of feedback to callers as required
•  Accurate timeous and professional support with ad-hoc TOA projects as required and directed
•  Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements

Minimum Qualification

Matric

Desired Qualification

3-year Diploma, preferably Forensic and or Call Centre based qualification

Minimum Experience

2 - 3 years working experience in a customer services orientated position is a prerequisite for this position. An excellent command and 100% fluency in French, English and Kiswahili, is a necessity.

Desired Experience

2 - 3 years working experience, preferably in a Contact Centre, would be an advantage

All official ethnic languages of South Africa are offered. Fluency in any other SA official ethnic language or foreign language would be preferred and would be an advantage.

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help build world-class skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. https://deloitte.zoomforth.com/du

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. https://www2.deloitte.com/global/en/pages/careers/articles/benefits.html

Our purpose

Deloitte is led by a purpose: to make an impact that matters. Every day, Deloitte people are making a real impact in the places they live and work. We pride ourselves on doing not only what is good for clients, but also what is good for our people and the communities in which we live and work—always striving to be an organization that is held up as a role model of quality, integrity, and positive change. Learn more about Deloitte’s impact on the world. https://www2.deloitte.com/global/en/pages/about-deloitte/articles/impact-that-matters.html

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals. https://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.