Quality Assurance Consultant needed at Sanlam Group

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Job title : Quality Assurance Consultant

Job Location : Gauteng, Johannesburg

Deadline : July 13, 2024

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Job Description

  • This is an administration support position that primarily monitors, evaluates, reports and undertakes to correct quality issues relating to sales calls completed in the call centre.   

Key responsibilities include:

  • Extract and review (listen to) sales calls
  • Evaluate and assess against quality standards
  • Report on call quality and escalate defective calls  
  • Undertake escalated service calls to clients
  • Update the QA portal and undertake required reporting
  • Maintain effective relationships (client and internal MWL)
  • Work closely with the sales and Services department to improve Quality and client experience.

 
What will make you successful in this role?

Qualification & experience

  • Grade 12 
  • Preferably financial services QA/call centre experience
  • Experience in client service, administration.  
  • Fluency in English and non-English South African language specifically, Venda & Tsonga 

Knowledge and skills
IT:

  • MS: Office (Excel, Word, Outlook)
  • CRM
  • Vici dialer

Business:

  • Financial services industry knowledge (basic)
  • Financial services product knowledge (MiWayLife)~ (basic)
  • Relevant compliance regulations (i.e.: FICA, POPIA etc)
  • Policy/contract knowledge 
  • Underwriting processes ~ basic
  • Quality assessment processes and practices
  • Professional customer service and engagement practices

Personal attributes

  • Quality orientation/attention to detail/analytical orientation
  • Problem solver/decision maker
  • Client service and centricity orientation
  • Good communicator (phone)
  • Listening skills
  • Good time management and daily planning 
  • Action orientated/initiative
  • Attention to detail

 
Qualification and Experience

  • Diploma with 1 to 2 years experience or Grade 12 with 2 to 3 years related experience.

Knowledge and Skills

  • Call monitoring and assessments and leads support activities(i.e. campaigns)
  • Documents feedback for coaching and developing agents
  • Process management and standards alignment
  • Leads queries, investigations and complaints

Personal Attributes

  • Communicates effectively – Contributing dependently
  • Plans and aligns – Contributing dependently
  • Self-development – Contributing dependently
  • Optimises work processes – Contributing dependently

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • This job has expired!

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