Administrator: Quality Assurance
3 days ago
Description
To provide quality administration service in respect of quality assurance that results in the improvement of service and sales.
- 1. Provide quality administration service in respect of Quality Assurance- Contribute to the implementation of a quality assurance process within the call centre
- Assess calls and achieve set assessment target
- Keep record of sampled calls
- Provide feedback for coaching of call centre staff based on quality issues identified
- Identify risks, contribute to action plans and monitor the progress of these
- Training of new consultants on QA related standards
- Provide input to process and system enhancements, especially in support of product, process or quality issues
- Ensure that quality assurance is aligned with service standards within the operational environment
- Contribute to monthly / weekly quality reporting
- Demonstrate an excellent knowledge of all Assupol products, claims conditions and retention criteria in order to monitor customer experience
- Actively recommend the Call Centre staff that demonstrate high levels of quality service to their team leaders and Call Centre management
- Adhere to agreed process in order to deliver targeted operational results
- Comply with corporate governance policies, procedures and standards
- Performing investigations and ad-hoc projects
2. Fit and Proper Requirements- Adhere and comply to FSB board notice in terms of FAIS
**Requirements**:
FORMAL EDUCATION
- Matric
TECHNICAL/LEGAL CERTIFICATION
- Registered as an Employee Representative (FSCA)
- Relevant Qualification as per the FSCA Board Notice (Depending on date of appointment in the industry)
- Regulatory Examination Level 1: Representatives (RE5)
- Class of Business: Long Term Insurance & Investment
- Updated CPD points
EXPERIENCE
- 1 to 2 Years’ in Quality Assurance in the Insurance Industry
- 2 Year Client Services
- Excel Report
- Experience in Category A, B1, B2, C and Retail Benefits
- Fit and Proper Rep for all Tier 1 products
Work Level
Junior
Job Type
Permanent
Salary
Market Related
EE Position
No
Location
Menlyn
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