|Reference #||Quality Controller|
|Location||Pretoria, Gauteng, South Africa|
AVBOB, Africa's largest mutual assurance society providing a one-stop funeral insurance and burial solution, has a vacancy for:
Train, Monitor and Coach Personnel
•Train telemarketers on the basic rules for Direct Marketers before they commence work.
•Explain quality assurance process to them in detail
•Identify areas of improvement or concern and make recommendations
•To ensure that telemarketers are compliant at all times by following the sales script.
•Offer them assistance with their sales pitch if needed
•To identify sales pitch problems, lack of product knowledge, non-compliance, lack of soft skills during these calls Identify areas of repeated misconduct and non-compliance
•Forward feedback to Manager for action to be taken or to identify training needs.
•Evaluate outcome of each call
Conduct after sale service survey
•To call clients that have been contacted by telemarketers, follow the script provided and document the outcome on spreadsheet provided.
•To keep detailed daily statistics on the outcome of the survey calls made.
•Ask for referrals during all these calls.
•Assist in retaining our business and handling of customer queries should the need arise
•Track defects, test results or other regularly reported quality control data
•Conduct systems testing within direct marketing within the time frame provided
•Identify problems such as one-way recording, cross recording and blank scripts
•Identify and outline system problems, inform the system administrator and Manager
Statistics and Reporting
•To keep detailed daily statistics on all problems identified during calls and to e-mail them to the team leader in the report format agreed upon.
•To compile monthly quality assurance report from daily statistics and to e-mail to the team leader within time frames given.
•To compile monthly survey report from the daily statistics and to e-mail to the team leader within the time frames given.
•Provide management with monthly reports
•Report major problems and deviations will be reported to senior management
•Fit and Proper Accreditation as per FAIS requirements
•FAIS recognized qualification, RE 5 an advantage
•Category B Sales requirement / qualifications an advantage
KNOWLEDGE AND EXPERIENCE:
•4 year experience in call centre, sales environment
•Knowledge in Long-term insurance
TECHNICAL AND BEHAVIOURAL COMPETENCIES:
•Planning and organising
•Attention to detail
•Working under pressure
|Job Closing Date||01/12/2020|