Insurance Call Centre Quality Assurer

SUMMARY:
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POSITION INFO:

Lewis Stores (Pty) Ltd, a Financial Services Provider (FSP 2815), is seeking to employ an experienced and competent Insurance Call Centre Quality Assurer This is an exciting opportunity for an individual who has the knowledge, skills, and experience. The role reports to the Financial Services Manager.

The individual will:

• Conduct audits on recorded and live calls,
• Oversee/supervise/monitor call centre agents performing insurance sales calls strictly according to the insurance Script,
• Assess the call centre agents’ adherence to legislation, business process rules and customer engagement,
• Provide quality, consistent and objective feedback to agents about their performance
• Provide feedback to managers about agents’ performance
• Continuously train, coach, and guide call centre agents in the financial products on offer by the Company, to ensure the appropriate rendering of intermediary services and compliance with the requirements of the FAIS Act,
• Treat Customers fairly.

Duties and responsibilities will include, but not be limited to:

• Ensure ongoing adherence to the company’s policies, procedures, practices, and requirements,
• Regular review of Quality and Compliance processes/benchmarks to minimize business/conduct risk,
• Conduct audits on recorded calls to ensure that the required standards are met,
• Conduct audits on live calls to ensure that the required standards are met
• Act firmly and professionally to ensure the interests of both the customer and Lewis are protected,
• Regularly assess the technical competence of the call centre team and take steps to develop their knowledge and skills, identifying areas for development to ensure continuous improvement.
• Ensure fair treatment of customers, which is central to the group’s culture and identify opportunities to improve product and service offerings, ensuring effective and professional service delivery,
• Monitor, resolve and report on external complaints and objections.
• Perform regular assessments (including FAIS assessments) to assist in raising levels of competence,
• Provide feedback to individual agents on their adherence to legal compliance, business process rules and customer engagement,
• Supervise agents according to company standards (appraisals, discipline, development, training, performance, succession planning, attendance, coaching, motivating etc.),
• Compile month-end reports on all activities and present to relevant stakeholders, compile statistics for incentive and commission payments, compile agent productivity stats and take corrective action where needed.

Competencies (Knowledge/Skills):

• Full professional proficiency in English,
• Insurance Call Centre experience,
• Knowledge and understanding of applicable legislation and regulations,
• Insurance product knowledge,
• Interpersonal skills,
• Other language skills - proficiency (advantageous)
• Computer Literate in MS Office (Word, Excel, and Outlook), Call Centre system,
• Commitment to learning, product knowledge, and Call Centre operation/system requirements,
• Excellent reporting and Excel data skills
• Good organizational and effective communication and conflict management skills
• Attention to detail
• Problem-solving skills

Prerequisite:

• Minimum Grade 12 / Matric / NQF Level 4 equivalent required,
• Recognized Diploma/Degree advantageous (Management / Insurance preferred),
• FAIS Regulatory Exam (RE 1 or 5)
• FAIS Fit and Proper requirements of the applicable Acts and the FSCA requirements (a condition of employment).