Administrator: Quality Assurance (Insurance)

• Provide quality administration service in respect of Quality Assurance

• Contribute to the implementation of a quality assurance process within the call centre
• Assess calls and achieve set assessment target
• Manage the AVS (Account Verification System) process (all batches / admin / reporting)
• Provide feedback for coaching of call centre staff based on quality issues identified
• Identify risks, contribute to action plans and monitor the progress of these
• Provide feedback for coaching of call centre staff based on quality issues identified
• Identify risks, contribute to action plans and monitor the progress of these
• Provide input to process and system enhancements, especially in support of product, process or quality issues
• Ensure that quality assurance is aligned with service / sales standards within the operational environment
• Contribute to monthly / weekly quality reporting
• Demonstrate an excellent knowledge of Sales Call centre products, claims conditions and retention criteria in order to monitor customer experience
• Actively recommend the Call Centre staff that demonstrate high levels of quality service to their team leaders and Call Centre management
• Adhere to agreed process in order to deliver targeted operational results
• Comply with corporate governance policies, procedures and standards
• Performing investigations and ad-hoc projects

• Fit and Proper Requirements

• Adhere and comply to FSB board notice in terms of FAIS

• Matric
• Registration as an Employee Representative (FSB)
• Relevant Qualification as per the FSB Board Notice (Depending on date of appointment in the industry)
• Regulatory Examination Level 1: Representatives (RE5)
• 1 to 2 Years' in Quality Assurance in the Insurance Industry
• Excel reporting
• Legislation
• Life Insurance Industry

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