South Africa

Quality Assurance Specialist

Company MotoVantage
Reference # QAA002
Published 06/12/2018
Contract Type Permanent
Salary Market Related
Location Randburg, Gauteng, South Africa
MotoVantage, formed through a partnership between FirstRand Group and The Hollard Insurance Company, brings you innovative vehicle insurance products at competitive prices as add-ons to any finance agreement.
We are seeking to recruit a Quality Assurance Specialist within our Telesales department.
Job Functions Call Centre,Compliance & Regulatory Affairs,Investigation & Compliance,Monitoring & Evaluation,Quality Control,Training
Industries Call Centre & Helpdesk,Regulatory,Sales,Telecommunications,Training
Core Responsibilities:
 Participates in design of call monitoring mechanisms and quality standards.
 Performs call monitoring and provides trend data to Contact centre management team.
 Uses quality monitoring tools and techniques to compile and track performance at team and individual level.
 Participates in customer and client listening programs to identify customer needs and expectations.
 Provides support and data to various internal stakeholders as requested.
 Provides feedback to Contact centre agent’s team leaders and managers.
 Together with the Supervisor identify gaps and implement training initiatives to close these gaps.
 Inform management of serious transgressions that requires immediate attention.
 Work with the Team Leader to ensure that the quality goal score for call audits sits above 85%.
 Maintain and update QA records for all staff and provide information as required to Team Leaders and Contact Centre Management Staff.
 Do regular performance measurement and coaching sessions with individual team members and supervisors (where required)
Minimum Requirements:
 Matric and RE qualification
 Must have Insurance background
 Must have minimum of 1 year Quality assurance/analyst experience
Would be advantageous if applicant is able to speak and understand Venda and Afrikaans
Job Closing Date 21/12/2018
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