Quality Assurance Agent
6 days ago
**Role Title: Quality Assurance Agent**
**Reports to: Head of Cartrack and Quality Assurance**
**Main Purpose of the Role: (Key Responsibilities)**
- Check tasks performed by agents
- Fulfil the monthly quota of checks in accordance to compliance
- Make detailed corrective notes in relation to any errors made by the respective agent
- Assign instructions to the agent where needed for the rectification of tasks or systems
- Assist in analyzing and profiling complaint calls as per management requirements
- Ensuring our customer care levels are on par with our quality standards
- Check for script readings being done verbatim and audibly acceptable
- Making sure that department procedures are being followed
**Secondary Duties: (When there is a need or overflow of other duties)**
- Assist with checking calls for CHS where language skills are required
- Assist with underwriting policies where language skills are required
- Assist with updating our records on the various departments procedures
**Skills and Competencies: (The abilities that the individual needs to perform this role effectively)**
- Excellent verbal and written communication skills
- High attention to detail
- Excellent inter personal skills
- Neat and organized
- Skilled in excel
- Focused for long periods of time
- The ability to stay impartial
**Job Type**: Permanent
**Salary**: Up to R12,000.00 per month
**Experience**:
- Insurance Industry: 1 year (required)
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