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South Africa

Supervisor: Quality Assurance

Company Assupol Life
Reference # SQAIL
Published 12/02/2020
Contract Type Permanent
Salary Market Related
Location Menlyn, Gauteng, South Africa
Introduction
Responsible for the QA process to assist in attaining the required quality monitoring and achieving set targets.
Job Functions Quality Control
Industries Insurance
Specification
1.Implement and monitor the QA process (Internal call centres QA and external communication)
•Implement Client Service Centre QA processes and monitor the QA targets.
•Monitor the performance of staff with regards to QA.
•Provide input on the departmental complaints
•Gather information on complaints and provide feedback to necessary parties.
•Provide input in compiling call center scripts and assessments sheets.
•Ensure compliance adherence through quality control and verification.
•Ensure professional written communication by conducting sample checking on all outgoing correspondence.

2.Conduct call assessments
•Assess QA agent’s assessments and achieve set assessment target.
•Identify risks, action plans and monitor the progress.

3.Reporting
•Compile overall reporting and analysis on QA, advice given, 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, compliance standards and risk management.
•Investigate unmet percentages

5.Coach staff for QA/Performance improvement
•Perform one-on-one coaching with staff and
with QA assessors were necessary
•Providing staff member and management with a coaching feedback report.

6.Staff training
•Facilitate any QA related training.
•Overseeing the training of non-performers to ensure they reach set QA / Production targets.
Requirements
FORMAL EDUCATION
•Matric
•Recognised qualification recognised by the FSCA

TECHNICAL/LEGAL CERTIFICATION
•RE 5
•RE 1
•COB – depending on date of appointment in the industry
•CPD
•Registration as a Key Individual and Representative

EXPERIENCE
•3 Years’ Experience in Quality Assurance in an Outbound/Inbound Call Centre Environment (Insurance Industry)
•Atleast 2 Years’ Call centre Supervisory/Management experience in the relevant categories
•1.1 Long-term Insurance subcategory A
•1.21 Long-term Insurance subcategory B2-A
•1.22 Long-term Insurance subcategory B1-A
•1.3 Long-term Insurance subcategory B1
•1.4 Long-term Insurance subcategory C
•1.5 Retail Pension Benefits
•1.20 Long-term Insurance subcategory B2
Job Closing Date 26/02/2020
   
   
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Last Updated: 30-7-2020 [20.07.03.04]
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