Specialist: Business Control - Menlyn at Assupol

Job Description
Manage Regulatory Requirements 

•  Approve or Decline manager approval cases
•  Trend analysis on manager approval cases and recommendations
•  Assist manager with the identification and resolution of problems
•  Allocate work to the QA admin to communicate with the Sales Agents on the resubmissions
•  Investigate and evaluate the reason/s for the failure of the policies
•  Ensure that all manager approval ,correspondence and resubmissions are all finalized at month end
•  Compile manager approval report weekly/monthly
•  Compile and monitor monthly correspondence and resubmission cases report though out
•  Conduct QA related training (Resubmission training and understanding of complex feedback from New Business)
•  Identify anomalies in new policy applications and escalate to the relevant stakeholders
•  Ensure quality of own work, minimize mistakes and continuously improve on quality and standards
•  Provide employees and management with a coaching feedback report.
•  Review clients on QC tools
•  Assist with fatal error meetings/ reporting etc
•  Implement QA strategy, processes and monitor the QA targets 
•  Ensure the performance of staff with regards to QA. 
•  Assist in compiling the Channel’s scripts and assessments sheets. 
•  Ensure compliance adherence through quality control and verification.
•  Investigate and compile feedback on Audit / Compliance findings.
•  Keep the team abreast with relevant compliance matters.
•  Ensure Agents fit and proper requirements are in adherence. 70%

Manage the Market Conduct Requirement

•  Promote and drive fair treatment of clients during Sales.
•  Verify the adherence of the Agents supervision.
•  Authenticate the adherence of the completion of the FNA conducted and Completion of ROA through sampling of application forms.
•  Investigate all the departmental complaints and provide suggestion. 10%

Assessment and Training Management

•  Sample Agents calls and ensure that are in line with the set script. 
•  Assist in identify gaps and provide suggestion to achieve set assessment target.
•  Assist in identify risks, action plans and monitor the progress thereof.
•  Monitor and identify objection handling training, or any QA related training provide input.
•  Train (with the input of the production supervisor) the new staff to ensure they reach set QA / Production targets. 5%

Trend Reviews and Reporting

•  Conduct internal checks to ensure they comply with Company set QA rules and compliance standards.
•  Investigate unmet percentages / NTU ratios and provide input.
•  Conduct analysis on QA / production / lead volumes / call ratios and conversion ratios.
•  Contribute on how to improve overall performance and production of the team.
•  Make suggestions on how to improve overall performance and production of the team. 15%
• TOTAL 100 %

Requirements
Knowledge and Skills

Formal Education

•  Matric
•  FSCA Recognised Qualification

Technical/Legal Certification

•  RE 5 (Representatives)
•  RE 1 (Key Individuals)
•  CPD Points 
•  Compliance Certificate (Advantage)
•  COB

Experience

•  2 Years’ Experience in Quality Assurance in an Outbound Call Centre Sales Environment (Insurance Industry)
•  2 Years’ Call Centre Management experience
•  Registration as a Key Individual
•  Experience in Long-term Insurance subcategory A and Long-term Insurance subcategory B1-A