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  • Posted: Dec 11, 2019
    Deadline: Not specified
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    Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
    Read more about this company

     

    SQA Team Leader

    This position has the responsibility of facilitating and participating in the ongoing development of Auto & Generals Service Quality Assurance program and team, in support of the QA Manager. The incumbent will be actively involved in the day to day management of the business units’ goals and objectives and the efficient monitoring of internal and external customer facing agents. The position will ensure the timely and accurate dissemination of information relating to results and feedback to the business being mindful of any associated performance trends and training requirements.

    Specification

    • Participation in the ongoing development, implementation and maintenance of our service quality assurance program and guidelines in partnership with key stakeholders
    • Ongoing development, coaching and calibration of service quality consultants and senior consultants ensuring alignment to the company values and capabilities
    • Highly effective working relationships with key stakeholders (internal & external)
    • Manage adherence to internal and external Service Level Agreements
    • Monthly activity reporting including trends analysis to key stakeholders
    • Facilitation of training presentations and trainee feedback (internal and external)
    • Remain up to date with industry specific acts and codes as well as company policy and procedures; ensuring alignment of our quality program as required

    Requirements

    • Matric or SAQA Accredited Equivalent
    • 2 years experience in Managing a team of Quality Assurers in a Telecoms/Insurance company
    • Previous experience in the assessment of staff including providing feedback.

    Method of Application

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