Job Purpose

The successful incumbent will be required to perform quality assurance reviews on all group administration business. The scope includes the verification/capturing of the new business applications forms, Client Services call audits and Claim's administration.

Key requirements of the role - Knowledge and experience

• Education and specialist skills

• Matric
• RE5
• 3 years auditing experiencing, preferably in Call Centre
• Forensics exposure
• Quality assurance in a Call Centre environment

Responsibilities and KRA's The incumbent is expected to:

• Good communication skills (verbal and written)
• Be deadline driven and accurate
• Ensure that results are accurate and add value
• Results are confidential and discussed at the appropriate levels
• identify problems and come up with solutions and resolve the problem
• Deliver results and meeting customer expectations
• Achieve personal work goals and objectives

Key competencies

• Relating and Networking
• Analytical skills
• Application of new technology
• Analysing
• Leaning and independent research
• Planning and organising
• Writing and reporting
• Following instructions and procedures
• Interpersonal skills
• Report writing
• Detail orientation
• Decision making

• Level 3 and 4

• Problem solving skills

• Level 3 and 4

Communication

• External

• Customers
• Channels and partners
• FSCA and PA
• Legal

• Internal

• Supervisor
• Managers
• Exco members
• Kwande Group
• Net1
• Cal I Centre

Supervision and checking

• Received: Daily with all work checked
• Checking - work from team members

Decision making

• Type: Further investigations resulting from QA reports
• Consult: Line Manager, Exco members, Claims, Call Centre, Sales and operations staff