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South Africa

Quality Assurance Specialist

Company MotoVantage
Reference # QA002
Published 18/02/2020
Contract Type Permanent
Salary Market Related
Location Randburg, Gauteng, South Africa
Introduction
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 new Quality Assurance Specialist within our Telesales Department.
Job Functions Call Centre,Investigation & Compliance,Quality Control,Sales
Industries Insurance,Sales
Specification
Job Summary:

The QA Specialist is to assess the Reps Call Quality/behaviour in the Contact Centre by listening to calls as well as to provide the necessary coaching which enables conversion and service improvement. Quality Assurance is applied in an independent, objective and neutral manner which reduces risks and ensures overall compliance to legislative requirements.

Core Responsibilities:

•Participates in design of call monitoring mechanisms and quality standards.
•Performs call monitoring on sales and non-sales 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)
•Ad-hoc calibration sessions
•Submission of monthly reports by deadline
•Filing of signed monthly audits
•Send monthly audits to team and team leader
•Loading of audits, audit report and all QA requests on shared folder
•Refresher training on a monthly basis
•Listen to and transcribe voice recording queries, log on query register
•Any other reasonable requests from Contact Centre Management Staff


Requirements
Minimum Requirements:
•Matric and RE qualifications
•Must have Insurance background
•Must have minimum of 1 year Quality assurance/analyst experience
Job Closing Date 03/03/2020
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Last Updated: 13-2-2020 [20.02.01.00]
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