Call Centre in Cape Town is recruiting for a Quality Assurance Consultant to do independent quality assessment functions for their sales department and service areas.

KPI's

Retrieve Customer conversation recordings
Review recordings according to agreed procedure and systems
Transfer policies to customer services for minor amendments
Store assessed calls and provide feedback report to sales or service managers
Determine deficiencies, analyzes discrepancy trends
Indicate training gaps
Indicate if training programs are aligned to specific business needs
Indicate ROI on trained interventions
Indicate individual areas of development
Provide areas of development necessary for future coaching sessions
Assess critical and non-critical issues

Requirements

2 Years insurance experience in a life insurance servicing environment
Matric
Clear credit record
Clear criminal record
Experience in insurance sales and telephonic skills