Quality Assurer - Finchoice(Insurance) - Southern Cape at HomeChoice Holdings Limited

Purpose of the role

• The ideal candidate for this role will be responsible for assessing and measuring the quality of our telephonic and written communications whilst highlighting coaching and training needs to Team Leaders and Managers.

Key Performance Areas

Drive effective and efficient quality assessments

• Assess our quality as pre-determined by call monitoring sheet ensuring that 9 reps per day (18 calls) are achieved
• Relate feedback and results in a manner that maintains and enhances self-esteem with the view of highlighting and coaching to ensure compliance
• Audit our outbound phone calls, observing performance, techniques, and application of guidelines and procedures
• Evaluate and record the quality and performance during each call
• Verify that agents are providing up-to-date information, following current processes, call scripts and communicating effectively to callers
• Ensure daily submission of completed audits submitted to Team leader and Manager
• Coordinate with the department Team Leaders and Managers to ensure appropriate number and quality audits are performed, with the view to ensure that each representative has the necessary skill to perform their roles
• Highlight and coach individuals within stipulated time frame with the view of ensuring departmental standards are met.
• Maintain filing of audits worked in date and month order
• Assist in improving our customer experience and service delivery by ensuring that our quality assessments are within 90%
• Adhere to all service level agreements and company policies and procedures
• Act as a student of coaching and other disciplines that support helping others

Drive department objectives through effective coaching and mentoring

• Liaise with Team Leaders where negligence or non-compliance is concerned and tracks outcomes
• Identify best practice within the business and industry to ensure meeting of these standards
• Support the delivery of calibration sessions at Team Leader and Associate level
• See coaching as a two way interchange of energies and learnings

Provide coaching feedback to business to improve & streamline processes

• Summarize findings as well as put together recommendations and provide feedback / coaching to associates where skill or process gaps are identified
• Provide advice and guidance based on audit findings, and deliver performance feedback to Team Leaders as outlined in business unit's policies and procedures
• Creative, innovative learner and developer of custom coaching and methodologies

Reporting and Analysis

• Provide accurate reports in line with the departments requirements
• Identify adverse performance trends and patterns and provides feedback on uniform application (or not) of guidelines and procedures
• Provide input and assist with the development of additional training / policy and procedure changes that may be required to enhance service productivity
• Identify quality trends through reporting and Team Leader feedback

Requirements

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent
• A relevant coaching / training qualification

Experience & Skills

• Minimum of 1 years’ QA (quality assurer) experience within the Contact Centre industry
• Experience in a Insurance environment
• Experience in Queuemetrics and BYC Aqua system
• A proven track record in developing skills through coaching and mentoring
• Must have previous experience in determining staff training / coaching requirements
• Must be computer literate (Email, Internet, Word and Excel)
• Clear credit and criminal record
• Must be available to work shifts , weekends and public holidays
• Effective communication skills (verbal, written and presentation)

Attributes & Behaviours

• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Attention to detail with a thorough approach to work
• Excellent listening and interpersonal communication
• Team player but able to work independently
• Ability to execute promptly and accurately at the same time