Quality Assurer and Training Practitioner at ASI Financial Services

ROLE PURPOSE

• Responsible for ensuring product knowledge training  and service delivery meets the company established standards of quality for client satisfaction. 

KEY OUTPUTS

• Conduct the necessary quality assessments and evaluations as per the set targets
• Ensure all relevant 1on1 sessions and coaching takes place.
• Provide quality support to call center agents and management
• Compile the appropriate reporting, analysis, and recommendation to drive quality improvements
• Training Needs Analysis
• Liaise with relevant stakeholders for relevant competencies, skills, and training needs
• Source out, develop, & customize the content of the Training Interventions to address the strategic objectives & training needs of the Company,
• Develop training plan
• Make necessary arrangements for training & carry out all training as per training plan
• Training Evaluation
• Self- Management
• Perform other Human Resources related functions as need arises
• Report writing as required

COMPETENCIES

• Client service focused
• Strong Interpersonal skills
• Excellent numerical and verbal ability
• Exceptional communication skills
• Pro-active problem solver, showing initiative.
• Excellent time management skills
• Ability to work under pressure
• Excellent work ethics
• Attention to detail
• Good understanding of the GEMS product

QUALIFICATIONS AND EXPERIENCE

• Relevant tertiary qualification
• Excellent Facilitation, Communication, Problem Solving & Presentation skills
• A thorough understanding of call centre quality controls and training
• Computer literacy.
• Ability to conduct research