1,842 Quality Assessor jobs in South Africa

Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities, and businesses.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

This role offers exciting and challenging opportunities for a dynamic, performance-oriented, knowledgeable, and experienced individual. The candidate must deliver quality outputs in a fast-paced, high-volume client-oriented environment, excelling both independently and as part of a team. This position is essential for maintaining and improving the quality standards across the organisation, ensuring exceptional client service and operational efficiency.

Requirements

• Valid Matric Certificate

• Knowledge of Claims operating systems

• Multi discipline claims knowledge

• Ability to interpret and apply scheme rules correctly

• Knowledge of the NHRPL- National Health Reference Price List and SAMA- South African Medical Association tariffs

• Good knowledge of PMB at industry level as well as in house PMB- Prescribed Minimum Benefits processes

• Good knowledge of tariff codes, rules(Scheme and Industry), modifiers and their application

• Ability to quality assess (QA) claims holistically, and possible fraudulent trends of providers

• Identify various types of anomalies, which include high risk transactions, engage with BI to develop a criteria to extract the correct information for a report

• 3-5 years Claims assessing experience, preferably in a Medical Aid industry

• Computer literacy (Email, Word and Excel)

Duties & Responsibilities

• Establish, maintain and monitor a complete quality assurance claims system and ensures standards are met

• Identify system error and report it to relevant stakeholders and ensure its rectified

• To Identify initiatives that will add value to the company/department

• Ensure your daily and monthly targets are met

• To work according to the Claims Framework

• To work on ad hoc task if and when it is required

• Identifying training interventions to address individual needs

• Quality checking random sample of claims and claims enquiries

• Assist with staff development by identifying trend analysis and training needs through QA

• Work with coaches and service managers and advise them of progress of staff

• Maintaining the confidentiality of sensitive information

• To facilitate and maintain open communication with other departments or stakeholders

• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets

• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service

• Develop and maintain productive and collaborative working relationships with peers and stakeholders

• Positively influence and participate in change initiatives; continuously develop own expertise in terms of professional, industry and legislation knowledge

• Contribute to continuous innovation through the development, sharing and implementation of new ideas

• Take ownership for driving career development

• Identify opportunities to enhance cost effectiveness and increase operational efficiency

• Build and maintain relationships with designated stakeholder groups (including clients & internal stakeholders)

• Deliver on service level agreements applicable to clients and internal and external stakeholders to ensure that client expectations are managed

• Make recommendations to improve client service and fair treatment of clients within the area of responsibility

• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service

• Continuously monitor turnaround times and quality standards and resolve issues swiftly to enhance client service delivery

• Manage client query processes, ensuring queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes

• Build strong relationships by providing specialist know-how and leadership to others, expressing positive expectations

• Continuously develop own expertise in industry and subject matter, applying it in specialisation

• Positively influence and manage change, offering specialist support where required

• Contribute to continuous innovation through the development, sharing, and implementation of new ideas and involvement of colleagues and staff

• Participate and contribute to a culture of work-centric thinking, productivity, service delivery, and quality management

• Take ownership of driving career development

• Contribute to the development of area-specific budgets to minimise expenditure, aligning with operational plans

• Identify solutions to enhance cost-effectiveness and increase operational efficiency

• Implement and provide input into governance processes and systems within the area of specialisation

• Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution

Competencies

• Excellent communication, listening and interpersonal skills

• Ability to liaise professionally and courteously at all levels

• Ability to exercise discretion

• Pro-activeness and drive

• Good decision-making skills

• Assertiveness

• Ability to work independently

• Ability to work under pressure

• Ability to remain and act neutral / impartial

• Ability to communicate recommendations in a constructive manner

• Sound knowledge of scheme rules and benefits

• Be able to interpret payment instructions from relevant SPN's

• Be able to read claims raw data and access real-time claims

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Job title:
Quality Assessor

Department:
Contact Centre

Reporting to:
Customer Service Manager

Who We Are
We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

Our journey at Osiris Trading started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

Who We're Looking For
We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you
We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

This will help us excel at delivering the best customer experience to stay ahead of the game.

What You'll Be Doing
As part of your role, your responsibilities will include:

• Participate in design of contact monitoring formats and quality standards to ensure business compliance and customer satisfaction
• Perform contact monitoring and provide trend data to the Management team.
• Use quality monitoring data management system/s to compile and track performance at team and individual level.
• Perform and monitor customer care responses to our customers on all our contact mediums: call, chat, email, social media and Whatsapp.
• Participate in customer listening programs to identify customer needs and expectations.
• Provide insight on behaviours, patterns and quality compliance levels to the management team and individuals.
• Coordinate and facilitate contact calibration sessions for contact center staff.
• Provide feedback to contact center staff and team managers.
• Prepare and analyse internal and external quality reports for management staff review.
• Review areas of concern identified and compile training and coaching material/sessions to adequately address concerns.

• Compile and distribute weekly/monthly knowledge tests based on:

• Areas of concern noted through contact monitoring and evaluation

• Changes in process and compliance requirements
• Updates on promotions or terms and conditions

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential Skills You'll Bring To The Table
The necessary skills that we require for this role include:

• Minimum 2 years' experience in the customer service space;
• Minimum 1 year experience in quality assurance;
• Diploma/Degree is essential
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Desirable Skills You've Got Up Your Sleeve
It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Our values are non-negotiables
Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What You'll Get Back
We offer a great variety of personal and professional benefits to help you thrive at Osiris and Super Group. This includes:

• We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feeling
At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow

Job Description
**PLEASE NOTE: For this particular post - This will be working US Shifts, please have this in mind when making your application.

Quality Assessor**
You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors' quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.

Job Description

• Maintain and develop internal/client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Create/maintain/deliver reports that reflect agent performance.
• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

Essential Experience

• Experience within Quality assurance or equivalent essential
• Matric (Garde 12) OR Full NQF4 essential
• Experienced in financial services
• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.
• Experience of call monitoring, either as an agent or assessor
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical/problem solving, communication and administration skills.
• Brings insight and expertise to meet/exceed client quality expectations.
• Consistently strives to exceed customer expectations in the area of quality performance objectives.
• Computer literacy including working knowledge of word processing, database software applications and Internet.
• Acts decisively, manages time effectively.
• Flair for detail; organised and accurate.
• Ability to work as part of a team or on own initiative
• A professional manner with a positive attitude.
• A committed team player with a flexible approach who is able to work in a fast paced environment

Desirable Skills

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
• Ability to train and develop staff

Core Behaviours
To work with, Huntswood's employees are described as dependable, driven and collaborative.  The job holder should be able to demonstrate they:

• Bring Your "A" Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

"It's not just about what we do, but the way we do it. And it's our values that make us special."
NB:  All appointments are subject to the positive outcome of pre-employment verification checks.
Apply

Company Description

We require the services of a Quality Assessor to join our new sales team. The main purpose of this job is to perform quality control audits to evaluate accuracy and effectiveness of operations. We are looking for professional, high performance individuals, with attention to detail, accuracy, and problem-solving skills to manage and monitor quality for all processes.

Job Description

• Conduct compliance checks to meet SLA's
• Conduct quality audits and provide feedback to managers
• Hold regular meetings with team leaders and agents
• Provide feedback to agents on assessments
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Monitor a select number of agents per day, per week.
• Calibrate quality assurance scoring with management
• Achieve and maintain acceptable quality scores
• Participate in staff meeting and collaboration sessions with management to exchange ideas and
• Continually examine opportunities for quality improvements and adherence

Qualifications

Grade 12

Additional Information

• At least 1 year call center experience in sales
• Previous experience in QA essential
• Prior working experience in Utilities or Oil and Gas industries is advantageous
• Proficiency in Microsoft Office packages (Word, Outlook, Excel)
• Excellent interpersonal and communication skills
• High attention to detail and accuracy

Company Description
WNS Global Services Inc.
(NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa
has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?
We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description
The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey. Actively engage stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Key Responsibilities

• Daily Quality audits as per process requirement
• Provide Feedback to the agents for defects identified
• Conduct Customer repeat analysis for all the errors received from the clients
• Achieve monthly sampling numbers as per the target
• Complete feedback targets per the QSD
• Contribute brainwave ideas to improve the process
• Assist in preparing relevant quality reports
• Complete RCA for all defects identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for agents and share it with the Deputy Manager - Quality
• Communication with clients, when required
• Complete the Calibration exercise on a periodic basis as defined in QSD
• Create Error analysis/RCA Report on a weekly basis
• Attend all development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team

Knowledge, Skills and Attributes:

• Analytical skills and time management
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• High attention to detail and accuracy
• Exceptional knowledge of customer care process and systems
• Proficiency in verbal & written English
• Strong communication and interpersonal skills
• Excellent working knowledge of MS Word and Excel
• Strong administrative skills
• Excellent presentation skills
• Ability to master new applications quickly
• Excellent organizational, time management and co-ordination skills
• Strong analytical ability and logical thinking style
• High sense of accountability
• Team player
• Goes the extra mile

Qualifications

• Grade 12/Matric
• Minimum 24 months' experience as a quality assessor
• Lean Six Sigma certification will be beneficial (yellow/green belt)
• Insurance industry experience will be beneficial

Additional Information
Afternoon and night shifts – Monday to Sunday (rotational shifts)
Candidates are required to have fibre or live in a fibre enabled area.

*Company Description
WNS Global Services Inc. *
(NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa
has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?
We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

*Job Description
Role Purpose *
To enhance the customer experience journey by quality assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey.

Actively engage stakeholders for information sharing purposes regarding quality findings and trends.

Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

*Qualifications
Qualifications Required
Essential *

• Matric/Grade 12 Certificate

*Preferred *

• Continues Improvement e.g. Yellow Belt Six Sigma. External: Lean or Six Sigma
• ISO 9001:2015

*Experience Required
Essential *

• Minimum 18 months' experience as a Contact Centre Quality Assessor.
• Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel.

*Preferred *

• Quality assessment experience
• Contact Centre experience

PLEASE NOTE: For this particular post - This will be working US Shifts, please have this in mind when making your application.

Quality Assessor

You will have a positive and enthusiastic approach to Quality Assurance, providing direct feedback to all service agents, ensuring the customer experience exceeds all expectations whilst ensuring regulatory compliance. You will be responsible for monitoring and actively influencing quality performance, making sure that the quality requirements in place are fulfilled, and that goals are consistently achieved. You will also analyse advisors’ quality results and performance to optimise processes and support their development, in partnership with your manager. You will also be responsible for providing objective and constructive feedback to agents and team managers.

Job description

• Maintain and develop internal/client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Create/maintain/deliver reports that reflect agent performance.
• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

Essential Experience

• Experience within Quality assurance or equivalent essential
• Matric (Grade 12) OR Full NQF4 essential
• Experienced in financial services
• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.
• Experience of call monitoring, either as an agent or assessor
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical/problem solving, communication and administration skills.
• Brings insight and expertise to meet/exceed client quality expectations.
• Consistently strives to exceed customer expectations in the area of quality performance objectives.
• Computer literacy including working knowledge of word processing, database software applications and Internet.
• Acts decisively, manages time effectively.
• Flair for detail; organised and accurate.
• Ability to work as part of a team or on own initiative
• A professional manner with a positive attitude.
• A committed team player with a flexible approach who is able to work in a fast-paced environment

Desirable skills

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
• Ability to train and develop staff

Core Behaviours:
To work with, Huntswood’s employees are described as dependable, driven and collaborative. The job holder should be able to demonstrate they:

• Bring Your “A” Game
• Strive For Greater
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

NB: All appointments are subject to the positive outcome of pre-employment verification checks.

Overview

WNS Cape Town, Western Cape, South Africa

Quality Assessor - Contact Center

We require the services of a Quality Assessor to join our new sales team. The main purpose of this job is to perform quality control audits to evaluate accuracy and effectiveness of operations. We are looking for professional, high performance individuals, with attention to detail, accuracy, and problem-solving skills to manage and monitor quality for all processes.

• Conduct compliance checks to meet SLA’s
• Conduct quality audits and provide feedback to managers
• Hold regular meetings with team leaders and agents
• Provide feedback to agents on assessments
• Conduct analysis based on consolidated data to enhance process improvements
• Ensure accurate data capturing
• Monitor a select number of agents per day, per week
• Calibrate quality assurance scoring with management
• Achieve and maintain acceptable quality scores
• Participate in staff meetings and collaboration sessions with management to exchange ideas
• Continually examine opportunities for quality improvements and adherence

• Grade 12
• At least 1 year call center experience in sales
• Previous experience in QA essential
• Prior working experience in Utilities or Oil and Gas industries is advantageous
• Proficiency in Microsoft Office packages (Word, Outlook, Excel)
• Excellent interpersonal and communication skills
• High attention to detail and accuracy

• Associate

• Full-time

• Customer Service

• Business Consulting and Services

WNS Cape Town, Western Cape, South Africa

WNS Cape Town, Western Cape, South Africa

Get AI-powered advice on this job and more exclusive features.

Company Description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

The main purpose of this position is to enhance the customer experience journey by assessing call centre interactions (calls, email, chat, other), enable low-risk and zero-surprises BAU and producing reports which tells the story of the customer experience journey. Actively engage stakeholders for information sharing purposes regarding quality findings and trends. Contribute towards Continuous Improvement initiatives to improve compliance, processes, systems and skills.

Key Responsibilities

• Daily Quality audits as per process requirement
• Provide Feedback to the agents for defects identified
• Conduct Customer repeat analysis for all the errors received from the clients
• Achieve monthly sampling numbers as per the target
• Complete feedback targets per the QSD
• Contribute brainwave ideas to improve the process
• Assist in preparing relevant quality reports
• Complete RCA for all defects identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for agents and share it with the Deputy Manager - Quality
• Communication with clients, when required
• Complete the Calibration exercise on a periodic basis as defined in QSD
• Create Error analysis/RCA Report on a weekly basis
• Attend all development and quality trainings that are identified for a QA
• Help operations in identifying the training needs for the ops associates
• Drive projects and be part of the projects that are identified in the team
  
  
  

• Analytical skills and time management
• Coaching and Feedback
• Conflict Management
• Interpersonal skills and people skills
• High attention to detail and accuracy
• Exceptional knowledge of customer care process and systems
• Proficiency in verbal & written English
• Strong communication and interpersonal skills
• Excellent working knowledge of MS Word and Excel
• Strong administrative skills
• Excellent presentation skills
• Ability to master new applications quickly
• Excellent organizational, time management and co-ordination skills
• Strong analytical ability and logical thinking style
• High sense of accountability
• Team player
• Goes the extra mile
  
  
  

• Grade 12/Matric
• Minimum 24 months’ experience as a quality assessor
• Lean Six Sigma certification will be beneficial (yellow/green belt)
• Insurance industry experience will be beneficial
  
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Outsourcing/Offshoring

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