My client in Claremont is seeking a Quality Assessor

Industry: Insurance

The Quality Assessor is responsible for helping call centre representatives operate at optimal efficiency. Quality assurance representatives must measure and gauge all activities of call centre employees.

Responsibilities:
• Ensure that assessments are done within the required time period
• Identify training needs required for Sales Agents
• Evaluate calls according to QA Standards
• Report any non-compliant calls to the manager
• Monitor performance against targets
• Reporting to management on quality assessment
• Achieving monthly QA targets set out by Department Manager
• Coaching agents
• Plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality
• Document internal audits and other quality assurance activities
• Investigate customer complaints and non-conformance issues
• Collect and compile statistical quality data for Non sales and Full assessments
• Develop, recommend and monitor corrective and preventive actions
• Prepare reports to communicate outcomes of quality activities to team leaders
• Identify training needs and organize training interventions to meet quality standards
• Evaluate audit findings and implement appropriate corrective actions
• Monitor risk management activities
• Responsible for document management systems
• Assure ongoing compliance with quality and industry regulatory requirements

Skills
• Excellent written and verbal communication skills
• Good time management
• Planning and organising abilities
• Ability to negotiate

Salary: R10k - R13k