Badger Holdings is a specialised insurance and related services company.
Founded in 1995, we currently employ over 700 staff members across South Africa and Australia and insure over 180 000 clients with premiums in excess of US$100 million.
Through a unique blend of skills and expertise, Badger Holdings has grown into a formidable force in the insuran...
Monitor Quality Standards: Ensure call centre compliance with quality and service standards, as well as relevant Insurance regulations, including FAIS, POPI, NCA, and the Insurance Act.
Design and Innovate: Participate in developing call monitoring formats and quality standards.
Analyze Trends: Prepare detailed quality performance trend data for teams and individuals and report findings to management.
Customer Contact Monitoring: Oversee the quality of e-mail interactions with customers.
Facilitate Calibration: Lead call calibration sessions to align staff on quality standards and expectations.
Provide Feedback: Collaborate with team leaders and managers to offer constructive feedback and insights.
Enhance Service Quality: Recommend tools, techniques, or processes to improve service delivery.
Conduct Ad-Hoc Audits: Perform special audits as requested by management.
What We’re Looking For:
We’re seeking a detail-oriented, analytical, and proactive individual with a keen eye for quality and a passion for continuous improvement.
Proficiency in multiple languages will be highly advantageous. (Xhosa, Venda, Zulu, Pedi and Tswana)
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