Administrator: Quality Assurance

at Assupol
Location Pretoria, South Africa
Date Posted September 10, 2019
Category Administration
Job Type Full-time

Description

Menlyn Park, Gauteng
Permanent
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
  • Manage the AVS (Account Verification System) process (all batches / admin / reporting)
  • 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
  • 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
  • Provide input to process and system enhancements, especially in support of product, process or quality issues
  • Ensure that quality assurance is aligned with service / sales standards within the operational environment
  • Contribute to monthly / weekly quality reporting
  • Demonstrate an excellent knowledge of Sales Call centre 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

Requirements

Knowledge and Skills
1. Formal Education

  • Matric

2. Technical/Legal Certification

  • Registration as an Employee Representative (FSB)
  • Relevant Qualification as per the FSCA Board Notice
  • Regulatory Examination Level 1: Representatives (RE5)

3. Experience

  • 1 to 2 Years’ in Quality Assurance in the Insurance Industry
  • Excel reporting
  • 1 Years Experience in Category A and B1-A

Competencies
4. Knowledge

  • Legislation
  • Life Insurance Industry

5. Skills
Communication
Computer
Telephone Etiquette
Sales Driven
Ability to deal with various people

6. Attributes
Confidence
Assertiveness
Positive and Self-Motivated
People Centric
Accuracy
Team Player

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