Quality Assurance Officer - Direct Marketing Soweto (Gauteng) at AVBOB South Africa

Description

• We are looking for a highly motivated, proactive and resilient individual with a strong knowledge of quality assurance to join our team. 
• You will be working for a well-established company that is over 100 years old with strong values. An organization that values employee development and rewards excellent performance.

Train, Monitor and Coach Personnel

• Train telemarketers on the basic rules for Direct Marketers before they commence work.
• Explain quality assurance process to them in detail
• Identify areas of improvement or concern and make recommendations 
• To ensure that telemarketers are compliant at all times by following the sales script.
• Offer them assistance with their sales pitch if needed
• To identify sales pitch problems, lack of product knowledge, non-compliance, lack of soft skills during these calls Identify areas of repeated misconduct and non-compliance
• Forward feedback to Manager for action to be taken or to identify training needs.
• Evaluate outcome of each call

Conduct after sale service survey

• To call clients that have been contacted by telemarketers, follow the script provided and document the outcome on spreadsheet provided.
• To keep detailed daily statistics on the outcome of the survey calls made.
• Ask for referrals during all these calls.
• Assist in retaining our business and handling of customer queries should the need arise.

Monitor systems

• Track defects, test results or other regularly reported quality control data
• Conduct systems testing within direct marketing within the time frame provided
• Identify problems such as one-way recording, cross recording and blank scripts
• Identify and outline system problems, inform the system administrator and Manager

Statistics and Reporting

• To keep detailed daily statistics on all problems identified during calls and to e-mail them to the team leader in the report format agreed upon.
• To compile monthly quality assurance report from daily statistics and to e-mail to the team leader within time frames given.
• To compile monthly survey report from the daily statistics and to e-mail to the team leader within the time frames given.
• Provide management with monthly reports
• Report major problems and deviations will be reported to senior management

Requirements

Minimum Qualifications

• Grade 12 
• Fit and Proper Accreditation as per FAIS requirements

Knowledge and Experience

• 4 year experience in call centre, sales environment
• Knowledge in Long-term insurance

Technical and Behavioural Competencies

• Effective communication
• Interpersonal
• Problems solving
• Planning and organising
• Analytical
• Decision making
• Attention to detail
• Working under pressure
• Numerical skills
• Deadline driven