Industry: Insurance / Job Expires: 2018-05-01 10:56:23 / Location: Gauteng
Salary : R35 000 ctc per month – negotiable
EE : Preferably Black Male or Female but open to all
1. Implement and monitor the QA process (Internal call centres QA)
• Implement Assupol Direct’s QA processes and monitor the QA targets.
• Monitor the performance of staff with regards to QA.
• Resolve all the departmental complaints
• Gather information on complaints and provide feedback to necessary parties.
• Provide input in compiling call centre scripts and assessments sheets.
• Ensure compliance adherence through quality control and verification.
2. Conduct call assessments
• Assess QA agent’s assessments and achieve set assessment target.
• Identify risks, action action plans and monitor the progress of these.
3. Reporting
• Compile overall reporting and analysis on QA / production / lead volumes / 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 and compliance standards.
• Investigate unmet percentages / NTU ratios.
5. Coach staff for QA/Performance improvement
• Doing one-on-one coaching with staff.
• Doing one-on-one coaching with QA assessors
• Providing staff member and management with a coaching feedback report.
6. Staff training
• Doing objection handling training, or any QA related training.
• Doing all new staff interdepartmental training.
• Overseeing (with the input of the production supervisor) the new staff to ensure they reach set QA / Production targets.
This person must be able to understand all South African languages
When Submitting applications: Please include the DOFA date and all qualifications
Non-Negotiable:
| Formal Education
· Matric · Recognised Qualification Technical/ Legal Certification · RE 5 · RE 1 · Recognised qualification recognised by FSB · Registration as a Key Individual and Representative Experience · 3 Years’ Experience in Quality Assurance in an Outbound Call Centre Sales Environment (Insurance Industry) · 2 Years’ Call centre Supervisory experience · Experience in Category A,B1,B2,C and Retail Pension Fund |
Knowledge
Legislation:FAIS, FICA, FSB, NCA, LTIA
Life Insurance Industry:Category A and B1
Skills
Communication:Verba l(Must be able to understand all South African languages) and Written
People Management:Relationship building
Computer: Advanced Excel
Telephone Etiquette
Sales Driven
Attributes
Confidence
Assertiveness
People Centric
Leadership
Team Player
To apply, please forward your CV to milton@heitha.co.za