Quality Assurance Clerk (B5)

Company AVBOB Reference # QAC01 Published 13/04/ Contract Type Permanent Salary Market Related Location Pretoria, Gauteng, South Africa Introduction The above-mentioned position is within the Alternative Distribution Support Department. Job Functions Administration,Quality Control Industries Insurance Specification RESPONSIBILITIES INCLUDE:Listening to randomly selected calls per agent and Call Centre to ensure quality as per set daily targets.Report to the Manager on findings, pertaining to the selected calls assessed.Provide feedback and coaching to the external Call Centres and follow up on corrective measures taken.Provide input to the Manager in order to improve quality of scripts and calls.Monitor and check that voice recordings uploaded on the Secure File Transfer Protocol system are matching the sales per Call Centre on a regular basis and report any discrepancies.Adhere to call monitoring process according to the checklist provided.Scheduling and planning of own work to meet targets.Report monthly on work undertaken.Support implementation and maintain processes, policies and systems.Assist with system user testing for new systems and processes. Requirements QUALIFICATION REQUIRED FOR THE POSITION:Grade 12EXPERIENCE REQUIRED FOR THE POSITION:Fluency in English, Afrikaans and two vernacular languages (Sesotho/ isiZulu).2 Years QA working experience in Financial Services Industry.Experience in quality coaching.Insurance business knowledge (terms and definitions, principles, procedures).Building and maintaining effective cross functional relationships with internal employees and external Call Centres.COMPETENCIES REQUIRED FOR THE POSITION:Interpersonal skills (building trust and relationships).Customer service orientated.Quality orientated.Planning and organizing skills.Communication (oral and written).Working under pressure.Administrative skills. Job Closing Date 20/04/ Share on
Johannesburg, GT, ZA