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  • Posted: Aug 5, 2025
    Deadline: Not specified
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  • At Oneplan, we live by the philosophy that insurance should make life easier, not more complicated. That’s why we offer simple and affordable insurance plans without sacrificing quality. We don’t believe in sneaky clauses or conditions that come back to bite you when you need help the most.
    Read more about this company

     

    Customer Service Training Specialist

    Learning & Development

    • Conduct training needs analysis
    • Develop, compile and maintain training manuals, records and support materials as needs arise, ensuring that material remains current and relevant
    • Create, schedule and deliver training programmes focused on learning methods and based on employee needs, business priorities and best practice
    • Monitor and evaluate the effectiveness of training by deploying measurement and feedback tools that track outcomes and ensure alignment of objectives as well as to assess learners
    • Provide technical support and expertise through query resolution in support of the business in overall development of employees
    • Provide support with regard to new projects and technology
    • Design learning material by applying innovative techniques and best practices for effective delivery of content
    • Design and maintain functional and technical learning programme content and assessments
    • Design e-learning material (storyboards)
    • Design infographics, graphics, presentations and other
    • Develop e- Learning material to meet the defined and intended outcome of the training and suggest further action (i.e. observations)
    • Align learning material to meet best practices for learning
    • Develop programme content in line with quality standards for quality implementation purposes
    • Upload and test signed-off learning material on the LMS
    • Ensure learner understanding of material/subject matter by designing and developing assessment tools (pre and post) to assess strengths and developmental areas
    • Advise leadership on development issues based on the outcome of the assessments and provide reports to business on development gaps and completion rates
    • Ensure that assessments meet the agreed quality standards

    Project Management

    • Initiate requested project by arranging and conducting kick-off meetings with relevant business units
    • Conduct needs assessments on training needs as required/identified by business by asking relevant questions, why, how, what etc.)
    • Consult with business areas to agree on reasonable and achievable deadlines
    • Facilitate joint analysis and design sessions, conduct business interviews and other information gathering techniques in order to determine learning material requirements
    • Develop and present a Customer Service training proposal and plan based on the needs assessment and make sound recommendations/provide effective and quality solutions to meet the identified need
    • Implement training and development plans
    • Plan and implement learning programmes
    • Coordinate resources associated with the design, development, testing and implementation phases of course content to ensure quality deliverables
    • Ensure that all proposals, training material, project milestones are signed off by the HR Director
    • Monitor achievement of project deliverables on a weekly basis and report on project status to the HR Manager/HR Director
    • Escalate any unresolvable queries/issues/challenges to the HR Manager/HR Director

    Capacity Building

    • Discuss and explain feedback to the relevant business units to improve the overall quality of service.
    • Map the need for training and refresher programs to be initiated
    • Design capacity development interventions in collaboration with business units and coordinate the implementation of learning programs and coaching activities to address areas of development.
    • Ensure targeted communication and capacity building programs in the performance management process to enable managers to effectively evaluate and measure individual and team performance and to optimize performance and productivity.
    • In liaison with the Business Unit Managers and Talent Management teams, contribute to the implementation and management of employee development and talent management initiatives to address performance gaps related to capacity/knowledge gaps among employees.
    • Prepare and analyze Performance Improvement reports for the Management team to review.
    • Utilize reports on performance results for the development of action plans for agents.
    • Provide feedback and input into enhancements of processes, training and systems based on trends.
    • Fostering a culture of results, innovation, and quality assurance within the organisation.

    Work Collaboratively

    • Build a culture of respect and understanding across the organisation
    • Recognise outcomes which resulted from effective collaboration between teams
    • Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
    • Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

    Self-Management

    • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
    • Demonstrate consistent application of internal procedures
    • Plan and prioritise, demonstrating abilities to manage competing demands
    • Demonstrate abilities to anticipate and manage change
    • Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs 

    Requirements

    • Bachelor's degree in either Education, Training and Development, Human Resources, or a related field.
    • 5 years’ experience as a Customer Service Training Specialist / similar role within financial services industry & Call Centre environment (Desirable).
    • Instructional Design experience and developing creative learning material. 
    • Multi-media experience – videos, graphic designing.
    • Sound knowledge of Learning Management System

    go to method of application »

    Quality Assurance Specialist

    Evaluating Call Quality 

    • Assist operations in tracking, documenting, and reporting on quality levels
    • Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
    • Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
    • Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
    • Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
    • Interpret, build upon, and comply with company quality assurance standards
    • Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
    • Document quality assurance activities with internal reporting and audits
    • Participate in the design of the call monitoring framework, quality standards and the associated checklists.
    • Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
    • Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.
    • Prepare and analyse quality reports for management staff review.
    • Provide feedback and input into enhancements of processes, training and systems based on trends.
    • If required, assist with the coaching of agents based on findings.
    • If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agent.

    Work collaboratively

    • Build a culture of respect and understanding across the organisation
    • Recognise outcomes which resulted from effective collaboration between teams
    • Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
    • Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

    Self-Management

    • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
    • Demonstrate consistent application of internal procedures
    • Plan and prioritise, demonstrating abilities to manage competing demands
    • Demonstrate abilities to anticipate and manage change
    • Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs 

    Requirements

    Minimum Academic, Professional Qualifications & Experience required for this position

    • Grade 12 with English and a second language
    • Relevant qualification will be advantageous
    • 1 – 2 years’ experience in a Quality Assurance environment or Call Centre Sales environment preferred 
    • FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual

    Method of Application

    Use the link(s) below to apply on company website.

     

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