EN
v
South Africa

Manager: Business Control

Company Assupol Group
Reference # MBC
Published 11/02/2020
Contract Type Permanent
Salary Market Related
Location Menlyn, Gauteng, South Africa
Introduction
Purpose Statement
Responsible for the QA process to assist in attaining the required quality monitoring and achieving set targets.
Job Functions Administration,Call Centre,Management
Industries Insurance
Specification
1.Implement and monitor the QA process (Internal call centres QA)
•Implement Assupol Direct’s QA strategy, 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.Compliance / Audit Monitoring and Reporting
•Keep the Representative Register updated
•Investigate and give feedback on Audit / Compliance findings
•Provide overall compliance assistance, guidance and advice to Assupol Direct
•Contribute to the development of compliance risk management plans
•Inform Direct employees about relevant compliance matters

7.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.
Requirements
Formal Education
•Matric
•Recognised qualification recognised by the FSCA

Technical/Legal Certification(s)
•RE 5 (Representatives)
•RE 1 (Key Individuals)
•Recognised qualification recognised by FSCA
•Registration as a Key Individual and Representative
•Class of Business (Depending on date on registration as Key Individual in the Industry) (Advantage)
•CPD Points
•Compliance Certificate (Advantage)

Experience
•3 Years’ Experience in Quality Assurance in an Outbound Call Centre Sales Environment (Insurance Industry)
•3 Years’ Call Centre Management experience
•Experience in Long-term Insurance subcategory A & Long-term Insurance subcategory B1-A


Knowledge
Legislation: FAIS, FICA, FSCA, NCA, LTIA
Life Insurance Industry: Category 1 (A & B1)

Skills
Excellent Communication Skills: Verbal and Written
People Management
Computer Skills: Advance Excel
Telephone Etiquette
Sales Driven

Attributes
Confidence
Assertiveness
People Centric
Leadership
Team Player

Job Closing Date 18/02/2020
   
   
Share on
 
Last Updated: 30-7-2020 [20.07.03.04]
Webserver: SkillsMap (NLBB)