Jobs at Mango5

KEY RESPONSIBILITIES

Call Monitoring and Quality Audits

• Listen to and evaluate outbound sales calls against our quality scorecards and client requirements.
• Assess how well agents identify customer needs, recommend suitable products and handle objections.
• Check that sales are fair, accurate and clearly explained, with the customer's best interests in mind.

Compliance

• Ensure full compliance with FCA regulations, client requirements and internal procedures on every call reviewed.
• Identify compliance risks and escalate serious breaches promptly.
• Verify that documentation and call notes are accurate and complete.

Feedback and Coaching Support

• Give clear, constructive feedback to agents and team leaders after each audit.
• Support team leaders with coaching by highlighting strengths, gaps and trends.
• Run calibration sessions so scoring is consistent and fair across the team.

Reporting and Analysis

• Track and report on quality scores, compliance results and common issues.
• Spot trends in sales conversations and flag opportunities for improvement.
• Provide regular updates to management and stakeholders on quality performance.

Training and Process Improvement

• Identify training needs from audit findings and help organise targeted sessions.
• Support new agents during onboarding with quality standards and call expectations.
• Recommend improvements to scripts, processes and scorecards.
• Follow up on corrective actions to make sure issues are resolved and don't repeat.

What we're looking for

• Minimum 2 years of experience in a quality assurance role in a BPO or call centre environment.
• Experience in outbound sales QA: advantageous.
• UK insurance industry experience: advantageous.
• Strong knowledge of FCA regulations and the importance of compliance.
• Strong understanding of insurance products, processes and terminology.
• Excellent listening skills and exceptional attention to detail.
• Confident, fluent communication with a neutral accent, and the ability to give honest feedback with tact.
• Strong analytical and problem-solving skills.
• Competent in Microsoft Word and Excel, and call centre and call recording systems.
• Matric.
• Clear criminal and credit record.
• Fair, objective and a person of high personal integrity.

Working hours

• Monday – Friday
• 9-hour shift, scheduled between 09:00 – 22:00
• Dynamic holidays

Remuneration package

• Market-related basic salary
• Performance incentive

Benefits ( After 3months)

• Medical Insurance
• Emergency Assistance
• Access to LMS for continuous learning and growth

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KEY RESPONSIBILITIES

Team Leadership and Management

• Lead, motivate, and inspire a team of outbound insurance sales agents.
• Run regular team huddles and one-on-one sessions for performance reviews, goal setting, and addressing concerns.
• Foster a positive, high-energy and collaborative team environment.

Sales Performance Management

• Drive the team to consistently meet and exceed monthly sales targets and KPIs.
• Monitor conversion rates, upsell and cross-sell performance, and other sales metrics, and act on the results.
• Provide regular feedback and live call coaching to sharpen objection handling, rapport building, and closing skills.

Training and Development

• Identify training needs and organise sessions to build product knowledge and sales skills.
• Mentor and support new agents through onboarding and ramp-up.
• Encourage continuous learning and professional development.

Quality Assurance and Compliance

• Ensure full compliance with FCA regulations, client requirements, and internal procedures.
• Conduct call quality audits and give constructive feedback.
• Implement corrective actions to resolve issues and prevent repeat occurrences.

Stakeholder and Client Interaction

• Communicate with stakeholders to understand their needs and expectations.
• Provide regular updates on team performance and initiatives.
• Address and resolve customer escalations and concerns.

Operational and Administrative Tasks

• Contribute to process improvement initiatives for better efficiency and sales outcomes.
• Manage resources, schedules, and attendance effectively to meet business objectives.

WHAT WE'RE LOOKING FOR

• Minimum 3 years of outbound sales experience in a team leader or supervisory role in a BPO or call centre environment.
• Operations Manager, Junior Operations Manager or Sales Team Manager: Advantageous
• UK insurance industry experience: Advantageous.
• Knowledge of FCA regulations and the importance of compliance.
• Strong understanding of insurance products, processes and terminology.
• Proven track record of coaching a sales team to hit and exceed targets.
• Excellent communication and interpersonal skills, with a neutral accent.
• Ability to lead and motivate a diverse team with high personal integrity.
• Strong problem-solving and decision-making abilities.
• Proficiency in Microsoft Word and Excel, and call centre systems.
• Matric.
• Clear criminal and credit record.
• Self-motivated, target-driven, resilient and comfortable in a high-pressure sales environment.

WORKING HOURS

• Monday – Friday
• 9-hour shift, scheduled between 09:00 – 22:00
• Dynamic holidays

REMUNERATION PACKAGE

• Market-related basic salary
• Allowance
• Commission

BENEFITS (AFTER 3 MONTHS)

• Medical Insurance
• Emergency Assistance
• Access to LMS for continuous learning and growth