Job purpose : Facilitate insurance related products to staff throughout the call centre environment. The successful incumbent will be required to provide one-on-one coaching to staff to ensure knowledge gaps are addressed and that overall quality improves throughout the business, whilst being cognisant of productivity.
KEY RESULT AREAS Facilitate training programs using various training techniques and methodologies Assist with theoretical transfer of knowledge within the classroom environment and provide practical training to ensure staff are competent to do the job (theory and systems) Track performance and work closely with the QA department to analyse gaps in performance and knowledge C onduct needs analysis to identify risk areas for the business and put measures in place to close those gaps Provide regular feedback sessions to staff regarding knowledge gaps and ensure staff have a specific focus on quality Conduct training on soft skills, sales objection handling, pitching a product / closing a deal Analyse stats and provide regular feedback to the HR Manager on ways to reduce quality errors based on QA reports Conduct daily, weekly and monthly coaching / mentoring sessions with staff who display knowledge gaps and rectify through additional training / refresher sessions Become a product expert of product offerings and continuously improve on knowledge component Manage the administration of training including training registers / training material / welcome packs for each new trainee Design and develop training schedules in accordance with each specific training program Maintain records and submit reports to the HR manager on number of staff trained, pass rate, gaps / trends identified and suggest improvements of same.
Suggest action to be taken for serious compliance infringements Monitor and track performance of sales staff and ensure overall quality improves throughout all business units Providing on-going training to staff and new recruits. MINIMUM
Grade 12 with English Relevant qualification Certificate / Diploma / Degree 3+ years experience as a trainer / facilitator within Insurance industry (essential) Call centre training experience (highly advantageous) Registered SDF (preferred) Accredited assessor / moderator (advantageous) Additional Thorough understanding of Quality Assurance within a call centre environment Exceptional speaking ability Ability to explain content in an understandable manner Knowledge and understanding of short-term insurance Ability to coach and mentor Possess expert soft skills Own transport (essential) Confident communicator both over the phone and in writing