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