Administrator: Quality Assurance (Insurance)

Our client in the Insurance industry is seeking Administrator: Quality Assurance to join their team in Pretoria East.

Should you meet the above requirements, please email your CV to vicki@aaaa.co.za  - Copy of ID, qualifications and latest payslip

Responsibilities: 

• 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

Requirements:

1. Matric
2. Registration as an Employee Representative (FSB)
3. Relevant Qualification as per the FSB Board Notice (Depending on date of appointment in the industry) 
4. Regulatory Examination Level 1: Representatives (RE5)
5. 1 to 2 Years’ in Quality Assurance in the Insurance Industry
6. Excel reporting

Competencies / Knowledge

• Legislation
• Life Insurance Industry

Skills

• Communication
• Computer
• Telephone Etiquette
• Sales Driven
• Ability to deal with various people