Administrator: Quality Assurance

Purpose Statement
To provide quality administration service in respect of quality assurance that results in the improvement of service and sales.

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

2. Fit and Proper Requirements • Adhere and comply to FSB board notice in terms of FAIS
Requirements	Knowledge and Skills 1. Formal Education • Matric2. Technical/Legal Certification • Registration as an Employee Representative (FSB) • Relevant Qualification as per the FSB Board Notice (Depending on date of appointment in the industry) • Regulatory Examination Level 1: Representatives (RE5) 3. Experience • 1 to 2 Years’ in Quality Assurance in the Insurance Industry • Excel reporting 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

APPLY

• Performing investigations and ad-hoc projects