Quality Assurer (C1)
The above-mentioned position is within the Call Centre Department. RESPONSIBILITIES INCLUDE:To meet target by listening to randomly selected calls per agent.Identify opportunities and make recommendation to add value to the quality assurance service provided.Establish and maintain relationships with stakeholders to re-inforce and improve quality of calls.Contribute to team performance by attending and participating in collaboration sessions.Coaching and development of call centre agentsMeet department requirements by adhering to call monitoring process.Meet target by scheduling and planning.Compile and submit reports monthly to provide input on performance.Ensure compliance of call scripts by compiling and sending to Risk and Compliance for approval (for outbound).Improve quality of calls by providing input on performance and processes within Department.Keep abreast of legislation and other industry changes that impacts on role by reading the relevant Newsletters, Websites and attending sessions.Understand and embrace the AVBOB vision and demonstrate the values through interaction with team and stakeholders.Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression of self through input and feedback from Managers.Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/ or maintained with specified time frames.Ensure information is provided correctly to stakeholders by maintaining knowledge and sharing knowledge with team.Contribute to a culture conducive to the achievement of transformation goals in participating in AVBOB Culture building initiatives (e.g. staff surveys etc).Participate and support corporate social responsibilities initiatives for the achievement of key business strategies.Identify and recommend opportunities to enhance processes, systems and policies and support implementation of new processes, policies and systems.
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The AVBOB Group (AVBOB Insurance, AVBOB Funeral Service and AVBOB Industries) is Africa’s largest Mutual Society.