Quality Assurer (Centurion) at AVBOB South Africa

Description

• We are looking for a detail-oriented Quality Assurer to be in charge of all quality assurance activities in our Call Centre.   You will evaluate the quality of calls made by call centre agents in line with the AVBOB Group policy.
• You should be incredibly thorough and able to help our company maintain the highest quality standards.  You should have excellent communication skills as well as relationship building ability.
• You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• To meet target by listening to randomly selected calls per agent.
• Identify opportunities and make recommendations to add value to the quality assurance service provided.
• Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls.
• Contribute to team performance by attending and participating in collaboration sessions.
• Meet department requirements by adhering to call monitoring process.
• Meet target by scheduling and planning.
• Compile and submit reports monthly to provide input on performance.
• Ensure compliance of call scripts by compiling and sending to Risk and Compliance for approval. (for outbound)
• Improve quality of calls by providing recommendations.
• Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions.
• Understand and embrace the AVBOB vision and demonstrate the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames.
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in AVBOB Culture building initiatives (e.g. staff surveys etc.).
• Participate and support corporate social responsibility initiatives for the achievement of key business strategies.
• Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.

Requirements

• Matric
• FAIS accredited with a minimum of 140 credits at NQF level 4
• Have completed the RE 5 regulatory examination for representatives
• Teaching / Facilitation / Coaching Qualification ( advantageous)
•  Administrative skills
• Report Writing skills
• Must be multilingual
• Supervisory experience