Quality Controller B5 (FTC) at AVBOB South Africa

Introduction    

• AVBOB, Africa's largest mutual assurance society providing a one-stop funeral insurance and burial solution, has a vacancy for:

Key Responsibilities:

• 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:

• 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 

Job Closing Date:18/08/2020