Quality Assurance Consultant at Sanlam Group

Job Description

• This is an administration support position that primarily monitors, evaluates, reports and undertakes to correct quality issues relating to sales calls completed in the call centre.   

Key responsibilities include:

• Extract and review (listen to) sales calls
• Evaluate and assess against quality standards
• Report on call quality and escalate defective calls  
• Undertake escalated service calls to clients
• Update the QA portal and undertake required reporting
• Maintain effective relationships (client and internal MWL)
• Work closely with the sales and Services department to improve Quality and client experience.

 
What will make you successful in this role?

Qualification & experience

• Grade 12 
• Preferably financial services QA/call centre experience
• Experience in client service, administration.  
• Fluency in English and non-English South African language specifically, Venda & Tsonga 

Knowledge and skills
IT:

• MS: Office (Excel, Word, Outlook)
• CRM
• Vici dialer

Business:

• Financial services industry knowledge (basic)
• Financial services product knowledge (MiWayLife)~ (basic)
• Relevant compliance regulations (i.e.: FICA, POPIA etc)
• Policy/contract knowledge 
• Underwriting processes ~ basic
• Quality assessment processes and practices
• Professional customer service and engagement practices

Personal attributes

• Quality orientation/attention to detail/analytical orientation
• Problem solver/decision maker
• Client service and centricity orientation
• Good communicator (phone)
• Listening skills
• Good time management and daily planning 
• Action orientated/initiative
• Attention to detail

 
Qualification and Experience

• Diploma with 1 to 2 years experience or Grade 12 with 2 to 3 years related experience.

Knowledge and Skills

• Call monitoring and assessments and leads support activities(i.e. campaigns)
• Documents feedback for coaching and developing agents
• Process management and standards alignment
• Leads queries, investigations and complaints

Personal Attributes

• Communicates effectively - Contributing dependently
• Plans and aligns - Contributing dependently
• Self-development - Contributing dependently
• Optimises work processes - Contributing dependently