Quality Assurance Specialist at Oneplan Underwriting Managers (Pty) Ltd

Evaluating Call Quality 

• Assist operations in tracking, documenting, and reporting on quality levels
• Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
• Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
• Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
• Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
• Document quality assurance activities with internal reporting and audits
• Participate in the design of the call monitoring framework, quality standards and the associated checklists.
• Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
• Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.
• Prepare and analyse quality reports for management staff review.
• Provide feedback and input into enhancements of processes, training and systems based on trends.
• If required, assist with the coaching of agents based on findings.
• If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agent.

Quality, Consistency and Compliance

• Maintain QA standard and ensure error rate does not exceed accepted variance
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in engagements.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, FSCA, and the Financial Services industry

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management:

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs 

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Relevant qualification will be advantageous
• 1 – 2 years’ experience in a Quality Assurance environment or Call Centre Sales environment preferred 
• Meets FAIS Fit & Proper requirements as per legislation – RE5 (essential)

Functional Competencies

• Excellent listening and administrative skills
• Proficient in the use of MS Office
• Ability to assess calls and provide insight and value-added feedback to management
• Ability to understand SOP’S and ensure adherence to internal processes at all times
• Knowledge of QA metrics, Variance reports and calibration sessions
• Accuracy and attention to detail
• Ability to meet deadlines