Quality Assessor Coach

**Introduction**

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

**Role Purpose**

To assist with the Quality Assurance and the identification of training needs in the H4Me BU and, the design and implementation of appropriate interventions to address these needs.

**Requirements**:

- Matric is essential.
- Minimum of 2 years of experience in the H4Me Call Centre/ Correspondence department is essential.
- Proficient in English and additional languages.
- Excellent communication skills (verbal and written).
- Excellent understanding of the H4me products and processes.
- Good knowledge of the Oracle Administration system is essential.
- Good knowledge of Excel.
- 3 years industry knowledge a pre-requisite.
- Training skills.
- Business communications skills.

**Duties & Responsibilities**
- Quality checking random sample of calls taken.
- Identifying training interventions to address individual needs.
- Assist with staff development by identifying trend analysis and training needs through QA and Coaching.
- Completing required area reports timeously.
- Work with the service managers and advise them of progress of staff.
- Maintaining the confidentiality of sensitive information.
- To facilitate and maintain open communication with other departments.
- Will take calls to keep up to date with systems products and processes, when the need arises.
- Assist with taking calls should the need arise.
- Ensuring that the recommended corrective measure to the defaulting departments does not take place.
- Identify areas where training is required to improve service levels.
- Identify process and system shortfalls in order to improve efficiencies.
- Building and maintaining relationships with coaches, service managers & heads of the various business units.
- All departments meet requirements as per service level agreement with Scheme.
- Process improvements are tracked and there is evidence to show improvement.
- Timeous identification of any factors that might impact on quality of service offered to clients.
- Planning and organizing.
- Initiative and pro-active.
- Creative problem solving.
- Build and maintain relationships with clients and internal and external stakeholders.
- 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.
- Good interpersonal skills.
- Stress tolerance accountability.
- Accurate and precise.
- Observation & Excellent listening skills.
- Develop and maintain productive and collaborative working relationships with peers 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.
- Good time management skills.
- Contribute to the financial planning process within area.
- Identify opportunities 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
- Drive for Results
- Leads Change and Innovation
- Motivating and Inspiring Team
- Collaboration
- Impact and Influence
- Self-Awareness and Insight
- Diversity and Inclusiveness
- Growing Talent