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Quality Assurance Agent
3 weeks ago
**Skills**:
- Client ServiceInsuranceQuality AssuranceSales
**Industries**:
- Banking
**Description**:
**Accountability: Audit Process **Outputs to deliver this accountability:
Contract and document individual targets and performance with Quality Assured Team Leader on calls to be audited and evaluated per day as per the evaluation checklist to ensure quality.
Provide continuous assistance and feedback to the Quality Assured (QA) Team Leader on daily call auditing, in order to assist agents regarding their quality of advice.
Follow quality assured process as processed as provided by Quality Assured Team Leader
Keep updated on all underwriting (soft skill, underwriting product knowledge and systems), product and system changes to ensure proper quality assessments by using the latest assessment criteria’s.
**Accountability: Risk & Compliance **Outputs to deliver this accountability
Monitor agent and client interaction to ensure business is conducted in a manner with all applicable laws (FICA, FAIS,), regulations, group policies and procedures.
Remain well informed of all changes to policies, processes and procedures that are being implemented for the area and ensure that processes to incorporate the changes on the effective date.
**Accountability: Record keeping of assessments and Management Information **Outputs to deliver this accountability:
Complete audit check list per sales audit, by updating documentation provided daily and report to the Team Leader.
**Education and Experience Required**
? NQF Level 4: Grade 12
? Quality Assurance certificates
? 2 years minimum short term insurance experience
? 1 year minimum sales experience
? 1 year minimum underwriting experience
? Client services knowledge
? 1 year minimum claims experience
? 1 year minimum short term insurance sales experience
Knowledge & Skills: (Maximum of 6)
? Short term insurance knowledge (min 30 short term credits NQF level 4)
? Computer literacy
? Selling skills/ knowledge
? Time management skills
? Interpersonal skills
? Problem solving
? Ability to perform under pressure
? Communication skills (written and verbal)
? Planning skills
? Decision making skills
? Report writing
? Analytical and numerical skills
? Team building
Competencies: (Maximum of 8 competencies)
? Adhering to principles and values
? Working with people
? Deciding and initiating action
? Presenting and communicating information
? Planning and organising
**Company Description**:
Leading bank seeking Quality Assurance Agents
