Business Segment: Personal & Private Banking
Location: ZA, undefined, Johannesburg, Ellis Street 4
Conduct quality assurance evaluations on all call-centre staff to ensure set standards are maintained/developed regarding all customer interactions (telephonic) in relation to Customer Experience and Technical Experience (Product, Systems and Process knowledge). Ensure consultants adhere to compliance and legal standards that are set to reduce PI claims. Analyse data and information in order to develop and apply self-correcting action within scope, to enable constant fulfilment of customer demand. Review results to produce reports and draw accurate conclusions and recommendations which will enable management to make informed business decisions. Do trend analysis on all call audits done and report back to management on findings. Capture, store and manage all information and data on the required systems, in the required format and for the required duration as prescribed by the relevant data model and in adherence with the data policies and procedures.
Qualifications
- Completed Matric
- RE (Regulatory Examination) advantage
- NQF Level 5 - Higher Certificates
- FAIS Compliant advantage
- Leadership Skills advantage
Experience
- 5 years’ experience in Customer Service or Sales Call centre experience (Compulsory)
- Product Knowledge: Car and Home Insurance (Compulsory)
- General Insurance knowledge (Short Term Insurance) (Compulsory)
- 2 years’ experience in Quality Assurance
- 2 years supervisory experience (Advantage)
Additional Information
- Adopting Practical Approaches
- Articulating Information
- Developing Expertise
- Coaching and Mentoring
- Compliance
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