Job Description

As a Quality Assurance Specialist you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems and offer daily feedback via verbal & written communication.

Evaluating Call Quality

Assist operations in tracking, documenting, and reporting on quality levels Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes Interpret, build upon, and comply with company quality assurance standards Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions Document quality assurance activities with internal reporting and audits Participate in the design of the call monitoring framework, quality standards and the associated checklists. Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy) Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents. Prepare and analyse quality reports for management staff review. Provide feedback and input into enhancements of processes, training and systems based on trends. If required, assist with the coaching of agents based on findings. If required, may answer phone calls, respond to written inquiries, and handle "escalated" issues in support of work performed by agent.

Work collaboratively

Build a culture of respect and understanding across the organisation Recognise outcomes which resulted from effective collaboration between teams Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained Demonstrate consistent application of internal procedures Plan and prioritise, demonstrating abilities to manage competing demands Demonstrate abilities to anticipate and manage change Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Minimum Academic, Professional Qualifications & Experience required for this position

Grade 12 with English and a second language Relevant qualification will be advantageous 1 - 2 years' experience in a Quality Assurance environment or Call Centre Sales environment preferred FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual

Functio

al Competencies

Excellent listening and administrative skills Proficient in the use of MS Office Ability to assess calls and provide insight and value-added feedback to management Ability to understand SOP'S and ensure adherence to internal processes at all times Knowledge of QA metrics, Variance reports and calibration sessions Accuracy and attention to detail Ability to meet deadlines

Essential

Evaluating problems Investigate Issues Building Relationships Communicating Information Showing Resilience Adjusting to change Giving Support Processing Details Structuring Tasks Execution and Results Customer centered Planning and Improvement Ethics and Compliance Adaptability

Behaviours

Energy Passion Respect for others Honest and Fair Creativity Positive Attitude Courage Tenacity * Achieves Results