Quality Assurance (Client Service Call Centre) - South Africa
Are you and experience QA Consultant, do you have at least 1yrs experience in the Insurance Industry with the necessary Category A and B1 experience? Applicants must have an RE5 Provide quality administration service in respect of Quality Assurance Contribute to implementation of 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 Company 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 90% Fit and Proper Requirements Adhere and comply to FSB board notice in terms of FAIS. FORMAL EDUCATION Matric Relevant Qualification as per the FSB Board Notice (Depending on date of appointment in the industry) TECHNICAL/LEGAL CERTIFICATION Registration as an Employee Representative (FSB) Regulatory Examination Level 1: Representatives (RE5) EXPERIENCE 1 to 2 Years in Quality Assurance in the Insurance Industry Excel reporting Experience in Category A and B1
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