Quality Assurance Assessor

JOB TITLE: Quality Assurance Assessor

AREA: Pretoria East

INDUSTRY: Insurance

SALARY / CTC : R 17 000

Report to : Quality Assurance Manager

Job Overview:

The overall purpose of a Quality Assurance Assessor is to play a critical role in maintaining and improving the quality of client interactions, ensuring compliance with company policies, industry regulations, and client satisfaction standards. The person will also work closely with various departments to assess interactions, provide feedback, and identify areas for improvement.

Roles and responsibilities

• Monitor and evaluate client interactions across various channels, including voice and chat, to ensure compliance with quality standards and regulations.
• Conduct assessments based on predefined criteria and provide constructive feedback to employees, enabling them to improve their performance.
• Collaborate with team members to identify trends and areas for improvement within the call centre.
• Document assessment results and maintain accurate records for quality assurance reporting and analysis.
• Participate in calibration sessions to ensure consistency in evaluation criteria and feedback.
• Assist in developing and updating quality assurance processes and guidelines.
• Work closely with the Quality Assurance Manager to implement quality improvement initiatives.
• Stay updated with industry best practices and regulatory requirements related to quality assurance.

Minimum Qualifications

• National Senior Certificate (Matric)
• RE5
• FSCA Recognised Qualification (Advantageous)
• Updated CPD
• Computer Literacy Essential (Microsoft office)
• Reside within 30 km of Menlyn Mall

Minimum Experience

• A minimum of two years' experience as a quality assurer in both short- and long- term insurance.
• Familiarity with quality control tools and CRM systems.
• Relevant client service background in insurance.

Skills & Attributes

• Strong analytical and problem-solving skills with a keen eye for detail.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a team and independently.
• Familiarity with industry regulations and compliance requirements.
• Proficiency in using quality monitoring tools and software.
• Strong organisational skills and ability to manage multiple tasks simultaneously.
• Self-motivated with a focus on maintaining high quality and compliance standards.
• Outstanding time management abilities combined with a goal-orientated mindset.

The incumbent may be required to perform job related tasks other than that which is specified in this job description. This job description is subject to regular review.