A Manager: Business Control role has become available in Pretoria and my client is looking for a qualified Key Individual and Representatives. The successful candidate will be responsible for the quality assurance process to assist in attaining the required quality monitoring and achieving set targets.
RE 1 (Key Individuals) and RE 5 (Representatives) – MUST HAVE
Class of Business (Depending on date on registration as Key Individual in the Industry)
2 years’ experience in insurance sales industry
2 years’ Call Centre management experience
Fit and Proper Rep in category A and B1-A
Experience in Long-term Insurance Subcategory A and B1-A
Make suggestions on how to improve overall quality assurance performance and production of the team.
Monitor and conduct internal checks to ensure they comply with Company set quality assurance and compliance standards.
Investigate unmet percentages/ NTU ratios.
Doing one-on-one coaching with staff.
Doing one-on-one coaching with quality assurance assessors
Providing staff member and management with a coaching feedback report.
Manage the Implementation and monitor the quality assurance process (Internal call centres quality assurance)
Implement quality assurance strategy, processes and monitor the quality assurance targets.
Monitor the performance of staff with regards to quality assurance.
Manage and oversee the resolution of all the departmental complaints
Assist in reviewing and overseeing the gathering of information on complaints and provide feedback to necessary parties.
Manage the compiling of all the call centre scripts and assessments sheets.
Ensure compliance adherence through quality control and verification.
Assess quality assurance agent’s assessments and achieve set assessment target.
Identify risks, action plans and monitor the progress of these.
Compile overall reporting and analysis on quality assurance/ production/ lead volumes/ call ratios and conversion ratios.
Keep the representative register updated
Investigate and give feedback on Audit/ Compliance findings
Contribute to the development of compliance risk management plans
Inform employees about relevant compliance matters
Developing and updating training material
Ensuring that attendance registers are being kept on all training provided.
Oversee objection handling training, or any quality assurance related training.
Overseeing of the new staff interdepartmental training.
Provide input and suggestions on future training
Manage and oversee the entire manager approval process
Provide input and suggestions on bettering the process/ quality of sales.