Quality & Administration Officer
7 days ago
We are looking for a customer orientated individual with excellent communication skills and strong organisational skills. You will be responsible in facilitating of the day-to-day administrative areas of Alternative Channels including External Call Centres, Group Schemes, Multi Level Marketing and all other relevant projects pursued in the Alternative Channel structure, therefore experience in all these categories are required. You will be working for a company that is over 100 years old with strong values which are customer centric.
- Communicate information to external call centres or external clients in a professional and timely manner
- Perform all administrative duties, including the update of statistics, formulation of provisional input to enable the manager to finalise management reports and written communication to call centres and groups schemes as well as other internal staff.
- Writing and collating input regarding projects, problem areas, progress, production, targets and quality feedback, for information to the manager.
- Identify risk areas, recommend system, and operational changes, and report on these areas to the manager.
- Contribute to collaboration meetings with external call centres and report to the manager on the status per call centre and other impacted areas.
- Administer and coordinate the production budgets per Call Centre within the channel as per the agreed growth percentage.
- Facilitate the distribution of information such as non-payments, provisional lapses, withdrawal percentages and commission statements to each call centre.
- Attend and investigate complaints escalated for Call Centres and Group Schemes under the guidance of the manager.
- Supervision of 3 staff members and 4 learners doing retention.
- Facilitate on-boarding due diligence documentation and FSCA notifications for new external call centres with the relevant departments.
- Facilitate the process on the Quality Assurance for external call centres and report to the Manager: Alternative Channels on a monthly basis.
- Testing and managing of all Polar/Broker Connect related systems, new product development etc.
- Facilitate queries and testing of systems and distribution of regular feedback and reports related to multi level marketing be able to identify and resolve issues on the spot
- Grade 12 + relevant qualification (degree)
- 4 years’ experience within Insurance Industry, External Call Centres, Group Schemes and Multi Level Marketing
- Onboarding of Call Centres, Managing Call Centre FSP’s, Group Schmeme administration background and Multi Level Marketing experience will be an added advantage
- Specific knowledge of FAIS, FICA, PPR, POPIA and Insurance Act.
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