Quality Assurance Consultant

5 months ago

Sandton, South Africa Metropolitan Life Full time

**Introduction**

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

**Role Purpose**

Ensure onboarding of quality new business, perform quality control and assurance on sales and ensure FAIS requirements are met and maintain and monitor the quality assurance process.

**Requirements**:
**Qualifications**
- Grade 12 or equivalent qualifcation
- Relevant degree or tertiary qualification

**Experience**
- 2-3 years’ relevant experience (essential)
- Insurance industry experience (desirable)
- Experience in client services and quality assurance (essential)

**Skills and knowledge**
- Attention to detail
- Planning and organising skills
- Knowledge of relevant products, processes, systems and applicable legislation
- Knowledge of the legislative impact on the insurance industry

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Provide independent assurance on the adequacy and effectiveness of the control environment for operational processes and procedures.
- Assess the quality of sales submitted by advisor
- Assist sales agents to submit quality sales, improve sales skills, telephone technique and technical skills
- Listen to calls on sales done on a recorded line and verify sales done face to face.
- Cross train skills and knowledge to all consultants
- Ensure Regulatory Requirements i.e. ROA, TCF are applied fairly to all policyholders
- Push team to complete all tasks outstanding to ensure files are activated with urgency.
- Assess the quality of data captured on business systems against quality standards to ensure correctness of data.
- Facilitate the new business onboarding process, policy activation and welcome packs.
- Identify, report on and monitor process and system improvements required.
- Identify any possible gaps, risks or training requirements for internal processes and procedures and engage with the relevant stakeholders to compile action plans.
- Collate information regarding quality assurance and adherence to standard operating procedures to obtain a holistic view of the operational environment.
- Report on areas of opportunity and risk within the team(s) and make recommendations to close identified gaps.
- In conjunction with the line manager provide the team with constructive feedback with regards to quality assurance assessments.
- Provide feedback and coaching to team members to achieve desired quality levels.
- Implement quality assurance processes, standards and requirements to ensure quality of the operational environment is monitored and maintained.

**CLIENT**
- Provide authoritative, expertise and advice to internal stakeholders.
- Build and maintain relationships with internal and external stakeholders.
- Deliver on service level agreements made with internal and external stakeholders in order to ensure that expectations are managed.
- 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.

**PEOPLE**
- Develop and maintain productive and collaborative working relationships with peers, clients 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.
- Effectively manage time and ensure optimal productivity.
- Ensure technical product and legislative knowledge is always current in order to propose the most relevant and innovative client solutions and comply with governance requirements.
- Be self-confident, self-motivated and relentlessly pursue targets and goals.

**FINANCE**
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

**Competencies**
- Business Acumen
- Client/ Stakeholder Commitment
- Examining information
- Provinding insights
- Impact and Influence
- Collaboration
- Following procedure
- Self-Awareness and Insight

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