Sales Agent

Description

As a Quality Assurance Specialist, you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems. You will provide daily feedback through both verbal and written communication.

Evaluating Call Quality

• Assist Operations in tracking, documenting, and reporting on quality levels.
• Analyse and investigate calls to ensure resolutions are in line with company guidelines and external regulatory requirements.
• Develop or update company procedures to ensure proper capture, investigation, and documentation of complaints.
• Monitor risk management procedures and maintain problem logs to identify and report issues to management and product development.
• Provide training and support to the Quality Assurance team, including systems, policies, procedures, and core processes.
• Interpret, build upon, and comply with company quality assurance standards.
• Maintain complaint and non-conformance records through tracking systems, ensuring root cause analysis and corrective actions are completed.
• Document quality assurance activities through internal reporting and audits.
• Participate in designing the call monitoring framework, quality standards, and associated checklists.
• Conduct audits to ensure compliance with performance standards and outcomes (e.g., quality, process compliance, and accuracy).
• Create performance reports (individual and team level) for management to support agent development and action plans.
• Prepare and analyse quality reports for management review.
• Provide feedback and input on process, training, and system enhancements based on observed trends.
• Assist with agent coaching based on findings, when required.
• If required, handle calls, respond to written inquiries, and manage escalated issues in support of agent activities.

Work Collaboratively

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes achieved through effective collaboration between teams.
• Foster cooperation and overcome barriers to information sharing, communication, and collaboration.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management

• Follow through to ensure personal quality and productivity standards are consistently maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise effectively, managing competing demands.
• Anticipate and adapt to change.
• Show flexibility in balancing personal objectives with organisational needs.

Requirements
Minimum Academic, Professional Qualifications, and Experience

• Grade 12 with English and Afrikaans.
• Fluent in Afrikaans (spoken and written).
• Relevant qualification advantageous.
• 1–2 years of experience in a Quality Assurance or Call Centre Sales environment preferred.
• FAIS Regulatory Examinations for Representatives (RE5) and Key Individuals (RE1).

Functional Competencies

• Excellent listening and administrative skills.
• Proficient in Microsoft Office.
• Ability to assess calls and provide insightful, value-added feedback to management.
• Strong understanding of SOPs and adherence to internal processes.
• Knowledge of QA metrics, variance reports, and calibration sessions.
• Accuracy and attention to detail.
• Ability to meet deadlines.

Essential Competencies

• Problem evaluation and issue investigation.
• Relationship building.
• Effective communication.
• Resilience and adaptability to change.
• Providing support.
• Attention to detail and task structuring.
• Strong execution and results orientation.
• Customer centricity.
• Planning and continuous improvement.
• Ethical conduct and compliance.

Behaviours

• Energy
• Passion
• Respect for others
• Honesty and fairness
• Creativity
• Positive attitude
• Courage
• Tenacity
• Results-driven