QA Agent
National Risk Managers ( Affinity Health)
Benoni, Gauteng, ZA
1d ago
source : Careers24
  • Summarise*
  • Monitor and maintain quality and compliance standards for sales calls & applications *Tasks / Activities* *Verify Member Information on Sales Calls*
  • Search telephony source(s) for sales voice recordings
  • Listen attentively to sales voice recordings
  • Verify that members details have been correctly captured
  • Update / correct member information, on CRM, per sales call *Audit Sales Application for Completeness and Compliance*
  • Verify correctness and application of Sales needs analysis
  • Assess suitability of product(s) sold for members identified needs
  • Verify that benefits have been correctly / accurately communicated
  • Identify and report potential financial risk factors contained in calls / applications
  • Identify and report misrepresentation risk factors contained in calls / applications
  • Verify accuracy of CRM notes against sales call
  • Check that all compliance requirements have been correctly executed
  • Confirm that all required essential support documentation is accounted for
  • Request outstanding support documentation from relevant source(s)
  • Confirm that all regulatory documentation requirements are attached to policies
  • Update / correct policy information / notes, on CRM, per sales call
  • Disposition policies to either activate, send for endorsement, cancel or sendback
  • Complete QA scorecard for each QAed policy (Genii) *Perform Prescribed Administrative Duties*
  • Compile periodic activity / stats reports
  • Conduct and submit Self-Check for QA process completeness
  • Create query tickets for enquiries to Supervisors and coaches
  • Record sendback reasons for each sendback (Genii)
  • Indicate, to Sales Representatives, means to correct identified sendback reasons
  • Capture daily activities on Google Sheets
  • Update inception dates for all active policies (system bug prohibiting)
  • Perform duties delegated by supervisor / manager *Essential Qualifications*
  • Matric
  • Acceptable standard of LMS / Bespoke QA / CC refresher training scores(Quality Assurance and / or Customer Care) *Desirable Qualifications*
  • RE5 *Any legal requirements?*
  • Clear Criminal Record
  • Financially Secure *Essential Experience*
  • Data capture experience *Desirable Experience*
  • QA experience
  • Customer Care experience *Knowledge and Skills*
  • Excellent listening skills
  • Interpersonal skills
  • Good verbal and written communication skills
  • Demonstrable computer skills (MS Office i.e. Excel)
  • Good record keeping and data capture skills
  • Good Time Management skills *Attributes*
  • Mature Outlook
  • Able to work independently
  • Able to perform under pressure
  • Able to take initiative and ownership
  • Proactive
  • Self motivated, flexible and enthusiastic
  • Analytical
  • Accurate detail oriented
  • Ambitious
  • Honest, hardworking and humble
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