Verification Agent

**Role Purpose**

To ensure that all sales and customer service interactions have been conducted in a fair manner and according with Startek values. To report and provide feedback to sales and customer service call centre agents with regards to sales and customer service strategies. Also to report to Quality coach/ managers on the performance of agents.

**Key Responsibilities**
- To ensure that all calls have been monitored and to ensure that all sales and customer service interactions have been conducted in a fair manner and that all necessary information has been disclosed to the customer
- To be an active member of the team, ensuring all campaign, contract and operational issues are proactively dealt with to company standards.
- Deliver excellent quality feedback ensuring the AIG brand is never compromised.
- Prepares action plans for inbound and outbound call centre agents for effective search of sales leads and prospects.
- Provide timely feedback to management regarding performance of call centre agents

**EDUCATION, EXPERIENCE AND SKILLS REQUIRED**

**Key Requirements**
- Minimum Matric-level qualification
- Clear criminal and ITC records
- At least 6 to 12 months working experience in a customer/sales contact centre environment (admin)
- Travel experience an added advantage
- Certificate in travel consultancy an added advantage
- Excellent command of English (both verbal & written)
- Other South African official languages (both verbal and written)
- Background working in the Insurance/Travel Industry
- Experience working to SLA’s
- Previous outbound sales experience an added advantage
- Previous Contact Centre Experience
- Previous verification experience (Desirable)

Ability to commute/relocate:

- Sunninghill, Gauteng: Reliably commute or planning to relocate before starting work (required)