Quality Assurance Consultant
21 hours ago
**Main duties and responsibilities**:
Quality Management:
- Effectively evaluating client interactions in line with customer experience, business process, and regulatory compliance requirements
- Monitoring adherence to quality standards, policies, and procedures
- Monitoring “fit for purpose” i.e., is the consultant offering product appropriate to client needs and/or does the training provided to consultants equip them sufficiently
- Identifying training needs and closing gaps with QA interventions
Trend Analysis and Productivity:
- Analysing the quality level of the customer interactions to establish trends, challenges, and improvement opportunities
- Providing performance coaching and running bi-weekly calibration sessions with both teams and Team Managers
- Providing feedback to operational management and support functions such as Training
- Managing their own priorities to achieve all deliverables
- Taking ownership by ensuring that all deliverables and deadlines are met
Initiatives and Innovation:
- Proposing initiatives and innovation opportunities within the lines of business that will aim to help:
- Improve FCR
- Decrease the number of complaints
- Drive down costs and compliance penalties within the organisation
Administration and Reporting:
- Provide daily, weekly, and monthly reporting concerning agent performance and gaps to increased new business and exceptional customer experience
- Timely reporting of suspected or proven service breakdowns via the appropriate reporting channel
Stakeholder management:
- Establish, maintain, and build relationships with key stakeholders
- Ensure effective and continuous communication and updates on issues to the team
**Education**:
- Matric (Grade 12)
- RE5
- Short term insurance-related qualifications would be advantageous
- Diploma advantageous
**Experience**:
- Min 3 years’ experience in a QA function
- Minimum 2 years’ experience within Short-Term Insurance or the Financial Services field
- Excellent data entry/keyboard skills
- Knowledge of PPS STI administration and relevant product knowledge would be advantageous
Knowledge:
- Knowledge of Quality Assurance ad Training principles
- Computer Literate (MS Office package) at an advanced level
**Competencies**:
- A team player mindset: able to work in a team; always willing to assist team members to achieve common goals
- Living the company values
- Excellent communication skills
- Interpersonal skills
- Analytical
- High attention to detail
- Conflict handling
- Risk awareness
- Problem-solving ability
- Business acumen
- Strong organisational skills
- Excellent planning and monitoring skills
- Be adaptable
- Coaching skills
- Concern for Excellence
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