Our client in the Umhlanga area is recruiting for a Learner : Quality Assurance Administrator, to evaluate the quality and service provided to clients.
To provide support and guidance to our team to maintain the agreed service levels of quality and compliance.
To support the Manager : Quality Assurance in the compilation of reports and analysis of results.
Quality evaluation - Accurately evaluate the quality of the following, using the agreed standards as guidance :
Inbound and Outbound call quality.
Claims assessment CPP and Short Term.
Claim intimation CPP and Short Term.
Query and complaints responses.
New policy capturing.
Cancellation requests processed.
Retention calls and process.
Accurate completion of evaluation sheets.
Assist with preparation and facilitation for coaching and training workshops.
Assist with maintaining the quality of service and information provided to business partners and policy holders.
Assist with FAIS guidelines relating to imparting information and not providing advice.
Assist with Query and Complaint resolution.
Continually review processes followed with the intention to enhance processes and efficiencies.
Assist with identifying and documenting areas within the company that may need improvement of quality of service.
Assist with research material.
Assist with compiling training and workshop material.
Assist with compiling weekly reports.
General administrative duties.
Ad hoc duties as required.
FAIS accreditation would be an advantage.
2 to 3 years relevant experience dealing with customers is required.
Experience in insurance industry or equivalent experience in a financial services / call centre environment.
Previous administrative experience is required.