Supervisor: Quality Assurance (Client Services)

at Assupol (view profile)
Location Pretoria, South Africa
Date Posted November 13, 2020
Category Customer Service
Job Type Full-time

Description

Menlyn Park, Gauteng
Permanent

1.Implement and monitor the QA process (Internal call centres QA and external communication)

  • Implement Client Service Centre QA processes and monitor the QA targets.
  • Monitor the performance of staff with regards to QA.
  • Provide input on the departmental complaints
  • Gather information on complaints and provide feedback to necessary parties.
  • Provide input in compiling call center scripts and assessments sheets.
  • Ensure compliance adherence through quality control and verification.
  • Ensure professional written communication by conducting sample checking on all outgoing correspondence.

2.Conduct call assessments

  • Assess QA agent’s assessments and achieve set assessment target.
  • Identify risks, action plans and monitor the progress.

3.Reporting

  • Compile overall reporting and analysis on QA, advice given, call ratios and conversion ratios.
  • Make suggestions on how to improve overall performance and production of the team.

4.Trend Reviews

  • Monitor and conduct internal checks to ensure they comply with Company set QA, compliance standards and risk management.
  • Investigate unmet percentages

5.Coach staff for QA/Performance improvement

  • Perform one-on-one coaching with staff and

with QA assessors were necessary

  • Providing staff member and management with a coaching feedback report.

6.Staff training

  • Facilitate any QA related training.
  • Overseeing the training of non-performers to ensure they reach set QA / Production targets.

Requirements

1. FORMAL EDUCATION

  • Matric
  • Recognised qualification recognised by the FSB


TECHNICAL

  • RE 5
  • RE 1
  • Registration as a Representative


EXPERIENCE

  • 3 Years’ Experience in Quality Assurance in an Outbound/Inbound Call Centre Environment (Insurance Industry)
  • 2 Years’ Call centre Supervisory experience
  • Experience in related products

Long-term Insurance subcategory A (1.1)
Long-term Insurance subcategory B1 (1.3)
Long-term Insurance subcategory C (1.4)
Retail Pension Benefits (1.5)
Participatory Interests in a collective investment scheme (1.14) as an advantage
Long-term Insurance subcategory B2 (1.20)
Long-term Insurance subcategory B1-A (1.21)
Long-term Insurance subcategory B2-A (1.22)