Quality Assurance Consultant

Job Purpose
Quality Assurance also supports business on Policy Maintenance, Admin and Issuance of new business, by aligning QA processes and coaching in line with business strategy.
Support the Centre of Expertise to sustain profitable growth through effective assessments and coaching of staff.
Identify opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development.
The Quality Assurance Consultant will execute targeted audits of both live and historical interactions.
Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance, trend analysis and calibration) will also form an integral part of the job requirement.
Key Responsibilities
Plan and assist in conducting of regular quality and risk review proceduresProvide feedback to Individuals and LeadersKeep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward lookingHelp to ensure that the Commercial Processing Centre (CPC) operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this areaCollaborate on initiatives / projectsEvaluating and measuring customer satisfaction and other performance outcomesDesign and develop QA templatesAdhere to data management process needed by MIS for accurate reportingQualifications and Experience
Grade 12 Matric or Senior Certificate.Insurance related qualifications an advantage:Relevant NQF Level 4 - 30 FAIS credits (Commercial - Short Term insurance related)2 - 3 years' experience in Short-term insurance (Commercial lines).Good understanding of contact centre processes and SLA'sCoaching skills and experienceExcellent computer literacy, particularly Intermediate ExcelReport writing experience an advantageRE1/RE5 Qualification an advantageWorking with peopleDeciding and Initiating ActionClient Service OrientationTeamwork and SupportBuilding RelationshipsCommunicationProblem SolvingDelivering QualityCommercial Thinking/AwarenessSkills
Detail orientationOrganisational awarenessProcess improvement skillsInterpersonal sensitivity

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