Quality Assurance Clerk - Centurion, South Africa - AVBOB

AVBOB
AVBOB
Verified Company
Centurion, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description
The above mentioned position exist in Alternative Distribution Support. We are looking to hire a meticulous quality assurance clerk with excellent communication skills and time management.

  • Listening to randomly selected calls per agent and Call Centre to ensure quality as per set daily targets.
  • Report to the Manager on findings, pertaining to the selected calls assessed.
  • Provide feedback and coaching to the external Call Centres and follow up on corrective measures taken.
  • Provide input to the Manager in order to improve quality of scripts and calls.
  • Monitor and check that voice recordings uploaded on the Secure File Transfer Protocol system are matching the sales per Call Centre on a regular basis and report any discrepancies.
  • Adhere to call monitoring process according to the checklist provided.
  • Scheduling and planning of own work to meet targets.
  • Report monthly on work undertaken.
  • Support implementation and maintain processes, policies and systems.
  • Assist with system user testing for new systems and processes.


  • Grade 1

  • Two (2) Year's Quality Assurance working experience in Financial industry
  • Experience in quality coaching.
  • Insurance business knowledge (terms and definitions, principles, procedures
  • Building and maintaining effective cross functional relationships with internal employees and external Call Centers.
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