Quality Assurance Consultant
5 months ago
**Position Overview**:
**Specific Role Responsibilities**:
- Targets: Manage daily QA targets as set out in KPI
- QA Audits: Conduct QA assessments on QA platform as per set criteria & requirements
- Ensure that assessment methodology and execution is in line with legislation and best practices
- Monitor agent and client interaction to ensure business is conducted in a manner with all applicable laws (FICA, FAIS, TCF, POPIA and PPR), regulations, policies and procedures
- Proactively assist management identify and resolve potential internal control weaknesses
- Escalations: Ensure accurate escalations to business on incurred failures reported
- Coaching: Assist with coaching agents on failure trends identified
- Participate in QA focus group audit assessments to ensure conformance to QA process
- CPD: Continuously stay abreast of regulatory changes related to all areas of the business by accessing relevant information on FSCA, E-Study platforms and available platforms
- Identify personal & divisional training needs and inform relevant stakeholders for training interventions required for business to meet quality standards
- Drive Adhoc projects and tasks as deemed necessary by QA Manager
- Support the development and maintenance of a compliance focused culture with the organization
**Qualifications and Experience**:
- Grade 12
- FAIS and RE5
- Claims experience will be advantageous
- Afrikaans language will be advantageous
- Minimum of 3 years of Insurance experience (STI, LTI)
- Knowledge and understanding of the FAIS Act 37 of 2002, FICA, PPR and POPIA
- Computer knowledge: MS Outlook, PowerPoint, Word and Excel
- Strong Analytical skills
- Time management skills
- Problem solving abilities
- Conflict Management Skills
**Skills and Personal Attributes**:
- Confident and assertive with positive attitude
- Flexible and adaptable in changing environment
- Fast learner with the ability to rapidly assimilate and utilize new information and skills
- High level of accuracy and be able to operate efficiently under pressure
- Proactive and Accountable
- Good written and verbal communication skills
- Must be a self-starter
- Own & live up to company values
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