|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|
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)
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|