Specialist: Business Control

SUMMARY:
We are looking for a Specialist: Business Control to be responsible  for the QA process to assist in attaining the required quality monitoring and achieving set targets. We have a permanent role in Menlyn.

POSITION INFO:
Responsibilities
- Manage Regulatory Requirements
- Approve or Decline manager approval cases
- Trend analysis on manager approval cases and recommendations
- Assist manager with the identification and resolution of problems
- Allocate work to the QA admin to communicate with the Sales Agents on the resubmissions
- Investigate and evaluate the reason/s for the failure of the policies
- Ensure that all manager approval ,correspondence and resubmissions are all finalized at month end
- Compile manager approval report weekly/monthly
- Compile and monitor monthly correspondence and resubmission cases report though out
- Conduct QA related training (Resubmission training and understanding of complex feedback from New Business)
- Identify anomalies in new policy applications and escalate to the relevant stakeholders
- Ensure quality of own work, minimize mistakes and continuously improve on quality and standards
- Provide employees and management with a coaching feedback report.
- Review clients on QC tools
- Assist with fatal error meetings/ reporting etc
- Implement QA strategy, processes and monitor the QA targets
- Ensure the performance of staff with regards to QA.
- Assist in compiling the Channel’s scripts and assessments sheets.
- Ensure compliance adherence through quality control and verification.
- Investigate and compile feedback on Audit / Compliance findings.
- Keep the team abreast with relevant compliance matters.
- Ensure Agents fit and proper requirements are in adherence. 70%
- Manage the Market Conduct Requirement
- Promote and drive fair treatment of clients during Sales.
- Verify the adherence of the Agents supervision.
- Authenticate the adherence of the completion of the FNA conducted and Completion of ROA through sampling of application forms.
- Investigate all the departmental complaints and provide suggestion. 10%
- Assessment and Training Management
- Sample Agents calls and ensure that are in line with the set script.
- Assist in identify gaps and provide suggestion to achieve set assessment target.
- Assist in identify risks, action plans and monitor the progress thereof.
- Monitor and identify objection handling training, or any QA related training provide input.
- Train (with the input of the production supervisor) the new staff to ensure they reach set QA / Production targets. 5%
- Trend Reviews and Reporting
- Conduct internal checks to ensure they comply with Company set QA rules and compliance standards.
- Investigate unmet percentages / NTU ratios and provide input.
- Conduct analysis on QA / production / lead volumes / call ratios and conversion ratios.
- Contribute on how to improve overall performance and production of the team.
- Make suggestions on how to improve overall performance and production of the team

Formal Education
- Matric
- FSCA Recognised Qualification

Technical/Legal Certification
- RE 5 (Representatives)
- RE 1 (Key Individuals)
- CPD Points
- Compliance Certificate (Advantage)
- COB

Experience
- 2 Years’ Experience in Quality Assurance in an Outbound Call Centre Sales Environment (Insurance Industry)
- 2 Years’ Call Centre Management experience
- Registration as a Key Individual
- Experience in Long-term Insurance subcategory A and Long-term Insurance subcategory B1-

Please call us on 0100300127

NB: Should you not hear from us within 6weeks, please consider your application unsuccessful.

NB! This job is now closed. You can apply for other jobs by uploading your CV.