Key Responsibilities:
Provide quality administration service in respect of Quality Assurance

•  Contribute to the implementation of a quality assurance process across the business areas
•  Assess calls and achieve set assessment targets
•  Provide feedback for coaching of call centre staff based on quality issues identified
•  Identify risks, contribute to action plans and monitor the progress of these
•  Provide feedback for coaching staff based on quality issues identified
•  Assessing and mitigating risks associated with financial products, services, and operations.
•  Recommend action plans and monitor the progress of these
•  Provide input to process and system enhancements, especially in support of product, process or quality issues
•  Ensure that quality assurance is aligned with service / sales standards within the operational environment
•  Contribute to monthly / weekly quality reporting
•  Actively recommend staff that demonstrate high levels of quality service to their team leaders and management
•  Adhere to agreed process in order to deliver targeted operational results
•  Comply with corporate governance policies, procedures and standards
•  Performing investigations, ad-hoc projects and assisting with internal audits
•  Optimizing processes and workflows to improve efficiency and reduce costs
•  Adhere and comply with relevant legislative requirements
•  Promoting a culture of continuous improvement and innovation within the organisation.

Key Requirements:

•  Matric
•  Excel reporting
•  At least 6 months working experience
•  Proficiency in written and spoken English
•  Proficiency in additional indigenous languages is considered an advantage.

Key Competencies:

•  Accountability
•  Logical and analytical
•  Attention to detail
•  Excellent verbal and written communication skills
•  Confident decision making
•  Initiative and forwards thinking
•  Maintaining clients/stakeholders relationships
•  A strong customer service focus – Treating Customers Fairly (TCF)
•  Demonstrating some knowledge of financial products within the Sales Call Centre space, claims conditions as well as
• retention criteria to monitor customer experience, will be considered an advantage