Quality Assessor: Correspondence

2 weeks ago

Cape Town, South Africa Momentum Metropolitan Holdings Full time

-Introduction

Momentum Health Solutions, an entity of Momentum MetropolitanHoldings delivers sustainable, integrated health solutions that meetthe needs of clients in the different segments and maximise lifetimeclient value. We build and maintain a culture of innovation, andcreate value through unique insights of how to achieve specificoutcomes by using a defined set of Health capabilities.
Role Purpose

To assist with the Quality Assurance and the identification of training needs of call centre & correspondence staff and the design and implementation of appropriate interventions to address these needs.
Requirements
- Matric or Grade 12
- Minimum of 1-3 years of experience in a Call Centre/ Correspondence department essential
- Experience on the HIP system and Sasolmed products essential
- 3 Years Medical Aid Industry Knowledge advantageous
- Excellent communication, listening and interpersonal skills essential
- Good knowledge of Excel essential
Duties & Responsibilities
- Identifying training interventions to address individual needs
- Assist staff with coaching feedback sessions based on Audit findings
- Quality checking random sample of correspondence done
- Assist with staff development by identifying trend analysis and training needs through QA
- Work with coaches and service managers and advise them of progress of staff
- Maintaining the confidentiality of sensitive information
- To facilitate and maintain open communication with other departments
- Will take calls to keep up to date with systems products and processes, when the need arises
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback
- Escalate client queries to the relevant department or stakeholder
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Make recommendations to improve client service and fair treatment of clients within area of responsibility
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
- Develop and maintain productive and collaborative working relationships with peers and stakeholders
- Positively influence and participate in change initiatives
- Continuously develop own expertise in terms of professional, industry and legislation knowledge
- Contribute to continuous innovation through the development, sharing and implementation of new ideas
- Take ownership for driving career development
Competencies
- Excellent communication, listening and interpersonal skills
- Ability to liaise professionally and courteously at all levels
- Ability to exercise discretion
- Pro-activeness and drive
- Good decision making skills
- Assertiveness
- Ability to work independently
- Ability to work under pressure
- Ability to remain and act neutral / impartial
- Ability to communicate recommendations in a constructive manner

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

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