Administrator: Quality Assurance

2 weeks ago

Menlyn Park, South Africa Assupol Life Ltd. Full time

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

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

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