Quality Assessor X2

**Introduction**

**Role Purpose**

This role offers exciting and challenging opportunities and is aimed at a dynamic, performance-orientated, knowledgeable, and experienced individual who can deliver quality outputs in a high deadline and client-orientated environment. You will be required to work well within a team as well as on your own. An exciting opportunity exists for an experienced staff member to take up a challenging position as a Quality Assessor.

**Requirements**:

- Matric or Grade 12 qualification
- 2-3 years of Call Centre experience preferably in a Medical Aid industry
- 2-3 years of Claims experience and Membership
- Supervisory experience or quality management experience would be an advantage
Fluent in isiXhosa, isiZulu, Sesotho, Setswana, and English
- Ability to analyse work situations and initiate corrective action (Cognitive capacity)
- Troubleshooting and problem-solving (creativity)
- Strong computer skills e.g. MS Word, Excel
- Proactive individual who sees beyond the obvious and gets positive results - thinks outside the box (creativity)

**Duties & Responsibilities**
- Conduct daily quality checks for all Operational areas in the Government Employees Medical Scheme (GEMS) business unit, including reviewing Call centre, Claims, Membership, and Customer Experience.
- Conduct weekly quality checks of the written work produced by agents and team coaches.
- Daily monitoring and motivating staff to ensure department quality objectives are met.
- Keep accurate, complete and up-to-date records of staff administration (evaluation scores, agent profiles etc.).
- Notify team coaches timeously of specific issues to ensure staff are issued with timeous instructions (memos, guidelines etc.).
- Assist with locating and/or transcribing calls where possible Customer Service Agent (CSA) error has occurred.
- Attend and participate constructively in a minimum of one meeting per week with team coaches and stakeholder managers.
- Ensure the timeous completion of investigations and or tasks arising from meetings.
- Conduct monthly meetings with teams to convey information and motivate call centre agents.
- Continuously stay abreast of developments in Metropolitan Health Group (MHG), related to Client Services and/or Call Centre/Claims/Customer Experience/Membership by accessing relevant information.
- Maintain computer literacy to generate clear and concise quality and statistical reports.
- Keep abreast of call centre/Claims/Membership technology to ensure work methods and procedures are effectively managed.
- Sound knowledge of GEMS Rules and Benefits.
- Table quality statistics for all assessments.
- Table quality statistics for Team Coach Assessments.
Table assessment type statistics, trend analysis.

**Competencies**
- Ability to remain impartial
- A high focus on customer satisfaction
- Ability to maintain cooperative working relationships
- Ability to work under pressure and work independently
- Ability to give constructive feedback and coach
- Analytical and problem-solving skills with the ability to make decisions
- Ability to communicate recommendations in a constructive manner
- Excellent interpersonal skills and communication skills (both written and verbal)
- Sound knowledge of scheme rules and benefits
- Be able to interpret payment instructions from relevant SPN's
- Leads Change and Innovation
- Collaboration