| Company | Assupol Group | ||
| Reference # | AQA | ||
| Location | Menlo Park, Gauteng, South Africa | ||
| Introduction |
Purpose Statement
To provide quality administration service in respect of quality assurance that results in the improvement of service and sales. |
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| Job Functions | Sales | ||
| Industries | Insurance | ||
| Specification |
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 |
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2. Fit and Proper Requirements |
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| 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 Competencies 5. Skills 6. Attributes |
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