Quality Assurance Consultant

MiWayLife is dedicated to supporting, growing and empowering clients with affordable, simple, and suitable solutions, primarily through telephonic intermediary channels. We have approximately 100 tied advisors, all dedicated to meeting the financial needs of our clients and prospective clients.

MiWayLife’s vision is to establish a world-class direct financial service business that seeks to:

- offer its clients excellent service, superior value products, and fair treatment always;
- be an employer of choice; and
- be a good corporate citizen and play a meaningful role in the transformation of the Financial Services industry.

MiWayLife’s culture is values-based and is built around the pillars of Accountability, Attitude, Energy Freedom and Professionalism. We are a family of vibrant and energetic free-thinkers, constantly looking to innovate and disrupt.

**What will you do?**
- This is an administration support position that primarily monitors, evaluates, reports and undertakes to correct quality issues relating to sales calls completed in the call centre.Key responsibilities include:
- Extract and review (listen to) sales calls
- Evaluate and assess against quality standards
- Report on call quality and escalate defective calls
- Undertake escalated service calls to clients
- Update the QA portal and undertake required reporting
- Maintain effective relationships (client and internal MWL)
- Work closely with the sales and Services department to improve Quality and client experience.

**What will make you successful in this role?**

**Qualification & experience**
- Grade 12
- Preferably financial services QA/call centre experience
- Experience in client service, administration.
- Fluency in English and non-English South African language specifically, Venda & Tsonga

**Knowledge and skills**

**IT**:

- MS: Office (Excel, Word, Outlook)
- CRM
- Vici dialer

**Business**:

- Financial services industry knowledge (basic)
- Financial services product knowledge (MiWayLife)~ (basic)
- Relevant compliance regulations (i.e.: FICA, POPIA etc)
- Policy/contract knowledge
- Underwriting processes ~ basic
- Quality assessment processes and practices
- Professional customer service and engagement practices

**Personal attributes**
- Quality orientation/attention to detail/analytical orientation
- Problem solver/decision maker
- Client service and centricity orientation
- Good communicator (phone)
- Listening skills
- Good time management and daily planning
- Action orientated/initiative
- Attention to detail

**Qualification and Experience**
- Diploma with 1 to 2 years experience or Grade 12 with 2 to 3 years related experience.**Knowledge and Skills**
- Call monitoring and assessments and leads support activities(i.e. campaigns)- Documents feedback for coaching and developing agents- Process management and standards alignment- Leads queries, investigations and complaints**Personal Attributes**
- Communicates effectively - Contributing dependently- Plans and aligns - Contributing dependently- Self-development - Contributing dependently- Optimises work processes - Contributing dependently**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realize their worth.**Core Competencies**
- Cultivates innovation - Contributing dependently- Customer focus - Contributing dependently- Drives results - Contributing dependently- Collaborates - Contributing dependently- Being resilient - Contributing dependently**Turnaround time**-
**Turnaround times**
- The time taken to complete this process depends on how far you progress and the availability of managers.**Our commitment to transformation**
- MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.