About the Job

Key outputs

• The successful incumbent will be responsible for but not limited to the following:
• To check all relevant required documents is received eg correct application forms, valid bank statement, signed quote
• Ability to ensure compliance check is completed
• To capture NB applications
• To capture on Quality centre any possible fix or system issues such as match the rates to NB quote
• Request outstanding information either telephonically or email
• To issues NB quotes
• Follow up on outstanding requirements
• Maintain SLA within processing pools
• Make recommendations for improvements to the system used in the department and testing system functionality after enhancements are made to the system
• Required to have excellent written and verbal communications skills
• Ability to switch roles and perform multiple tasks within the team
• Amend and update QA errors report when necessary
• To Capture, Quality Assure and activate new investments, issue the relevant policy schedules, and assist with queries relating to the process
• Strong product knowledge
• Monthly assessment need to meet minimum target of 90%

Technical Competencies:

• Expert knowledge and understanding of Discovery Invest products

Assessment Criteria:

• Demonstrates ability to:
• Explain the business rules associated with each product
• Process work accurately by applying the business rules for the specific product/benefit
• Resolve telephonic queries by providing accurate product information to the franchises and brokers

Sources of feedback:

• Quality Assurance:
  • Team Leader
  • Franchises
  • Brokers
  • Policyholders
  • Internal Audit

Technical Competencies:

• Knowledge and understanding of Long-Term Insurance Legislation

Assessment Criteria:

• Demonstrate ability to:
  • Explain the relevant legislation and its application to queries
  • Apply the relevant legislation when resolving queries

Sources of feedback:

• Quality Assurance Team
• Team Leader
• Franchises
• Brokers
• Policyholders
• Internal Audit

Technical Competencies:

• Expert knowledge and understanding of systems applications used in the role

Assessment Criteria:

• Demonstrate ability to:
  • Use the appropriate systems applications to produce outputs and resolve queries

Source of feedback:

• Quality Assurance
• Team Leader
• Franchises
• Brokers
• Policyholders
• Internal Audit

Technical Competencies:

• Use of new business software

Assessment Criteria:

• Demonstrates ability to:
  • Use SMAD (DFC)
  • Use Web QA
  • Use paradigm

Sources of feedback:

• Quality Assurance
• Team Leader

Non- technical Competencies:

• Customer Service Orientation

Behavioral indicators:

• Offers appropriate service to match customer’s queries in a manner that elicits acceptance
• Uses an acceptable code of conduct as a basis for dealing with difficult or unethical behavior from others (racial taunts, sexual harassment and lying)
• Uses polite but firm language in order to conclude a lengthy phone call

Sources of feedback:

• Quality Assurance
• Team Leader

Non- technical competencies:

• Conflict handling

Behavioral indicators:

• Surfaces problems and provides recommendations for solving them to the appropriate people
• Settles disputes by finding common ground between parties with minimum disruption

Sources of feedback:

• Quality Assurance
• Team Leader

Non-technical competencies:

• Speaking/verbal expression

Behavioral indicators:

• Comes to the point in a direct yet appropriate manner
• Uses appropriate simple language (no slang or jargon)

Sources of feedback:

• Quality Assurance
• Call Assessments
• Team members
• Customers

Non-technical competencies:

• Results orientation

Behavioral indicators:

• Follows through on customer requirements until a successfully concluded result is achieved.
• Result is accurate, complete and delivered timeously

Sources of feedback:

• Quality Assurance
• Team Leader

Non-technical competencies:

• Assertiveness

Behavioral indicators:

• A positional viewpoint without being dogmatic

Sources of feedback:

• Quality Assurance
• Team Leader

Non-technical competencies:

• Time Management

Behavioral indicators:

• Meet deadlines
• Attend meetings-if not able to, apology should be send prior to the meeting.
• Prioritise work according to importance