Broker QA Corrections Agent

What will you do?

• Handle inbound and outbound client calls professionally and efficiently.  
• Deliver service that meets and exceeds customer expectations.  
• Build and maintain positive relationships with clients.  
• Accurately capture and update information on relevant IT systems.  
• Resolve client queries effectively and within service standards.  
• Escalate or refer queries to the appropriate department when necessary.  
• Provide accurate product information in line with company standards, protocols, and compliance requirements.  
• Ensure all client interactions are handled professionally and are customer focused.  
• Audit outsourced broker sales in accordance with the MiWay QA Scorecard.  
• Provide feedback to outsourced brokers regarding errors identified during call audits.  
• Ensure corrections are implemented on policies where errors have been identified.  
• Confirm that evidence of coaching has been provided by outsourced brokers for all agents.  
• Monitor compliance with quality assurance standards and regulatory requirements.  
• Identify trends and recurring errors and provide recommendations for improvement.

Minimum Qualification Required

• Regulatory Exam (RE5)
• Matric/NQF 4
• Full FAIS Credits
• Required Skills
• Above average computer literacy in MS Word and Excel   
• Above average numeric skills  
• Analytical  
• Must be highly proficient in dealing with clients at all levels  
• Excellent verbal and written communication skills  
• Bilingual  
• Attention to detail  
• Self-motivated  
• Problem solving skills and solution oriented  
• Flexibility  
• Ability to multi-task and cope with pressure  
• Commitment to personal and team goals  
• Professionalism  
• Presentable  
• Ability to apply business rules and processes  
• Good negotiating skills  
• Exposure to the broker or dealer servicing environment 

Knowledge and Skills

• Customer Service 
• Team Support  
• Administration  
• Quality, compliance and accreditation