Quality Assurance Supervisor (Long Term Insurance – Call Centre)

A Long Term Insurance Company based in the East of Pretoria, has a vacancy for a QA Supervisor – for the Outbound Call Centre. The successful person will have four QA |Assessors reporting to him/her. All direct Outbound Agents will indirectly report to this individual with regards to quality. The person will be monitoring and coaching Call Centre Agents.

Duties and responsibilities
Implementation and monitoring the QA process
Monitoring the performance of staff with regards to QA
Conducting of call assessments
Reporting on performance
Monitor and conducts in internal checks to ensure they comply with Company set QA and compliance standards
Coaching of staff on QA/Performance improvement

Requirements
Matric
Qualification in Call Centre Management
RE5
RE1 (advantage)
Recognised FSB qualification
3 years’ experience in QA in an Outbound Call Centre Sales environment (Insurance)
2 years’ Call Centre supervisory exp