Date Listed: 15 July 2024
Location: Gauteng Centurion
Job Description
We’re seeking for a detail-oriented quality assurance expert to oversee all quality assurance activities. You will evaluate the quality of calls made by call center agents in accordance with AVBOB Group policy.
You should be extremely meticulous and capable of helping our organization maintain the highest quality standards. You should be able to communicate effectively and develop strong relationships.
You will be working for a firm that is over a century old and has strong, customer-centric principles. In exchange for your work, you will get a competitive compensation package that includes pension fund contributions and a medical aid allowance. Employee help and wellness initiatives will provide you with access to personal services. You will be working for a company that prioritizes employee development and rewards exceptional achievement.
Requirements
- Matric
- FAIS recognized with at least 140 credits at NQF level 4.
- Have finished the RE 5 regulatory exam for representatives.
- Qualification for teaching, facilitating, or coaching is desirable.
- Administrative and report writing skills.
- Must have the ability to speak multiple languages.
- Supervisory experience.
Responsibilities will be the following:
- To meet the target, listen to randomly selected calls per agent.
- Identify opportunities and provide recommendations to enhance the quality assurance service provided.
- Establish and maintain relationships with stakeholders to reinforce and improve call quality.
- Attending and engaging in collaboration sessions can help improve team effectiveness.
- Meet department criteria by following the call monitoring process.
- Schedule and plan to achieve your goals.
- Compile and submit monthly reports to provide feedback on performance.
- Ensure call script compliance by assembling and submitting to Risk and Compliance for approval. (For Outbound)
- Improve the quality of calls by making recommendations.
- Keep up with legislation and other industry changes that affect your work by reading relevant newsletters, visiting websites, and attending sessions.
- Understand and accept the AVBOB vision, and exemplify its values via interactions with team members and stakeholders.
- Improve personal capability and stay up to date on advancements in your field of expertise by identifying training courses and career advancement opportunities for yourself based on manager feedback.
- Ensure personal progress and enable successful performance of duties and responsibilities by completing all learning activities, gaining experience, and obtaining and/or maintaining certifications within defined time frames.
- Ensure that information is accurately communicated to stakeholders by sharing knowledge with the team.
- Participate in AVBOB Culture Building programs (for example, staff surveys) to help create a culture conducive to achieving transformation goals.
- Participate in and support corporate social responsibility efforts to help accomplish essential business objectives.
- Identify and recommend ways to improve processes, systems, and policies, as well as assist with the implementation of new ones.
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