Quality Assurance Administrator

City of Johannesburg, Gauteng 2 December

RC Vaps

  • Description

    Working within an administrative based position, the successful candidate will take personal responsibility of monitor, assessing and benchmarking quality across all Customer Facing Operational areas, ensuring that the needs of the customer and the business are balanced at all times leading to optimum outcomes for both.

    Monitoring the quality of calls and customer service provided by the business you will:

    Identify root causes and trends providing feedback to the relevant departments with suggestions on improvements to improve quality, customer experience and reduce complaints.
    To identify any areas of risk where the company may be exposed and provide recommendations; liaising with other departments as required.
    Ensure that documented feedback is provided and is clear, consistent and constructive.
    Update the relevant tools ensuring that daily, weekly, monthly updates are recorded.
    Where you need to escalate / refer a query, ensure all information is provided that will allow a speedy investigation and resolution.
    Maintain an understanding of the regulatory environment and regulatory expectations over QA process, methodology and risk appetite for findings.

    The client is looking for a reliable, hard-working and dedicated administrator, who will be able to analytically observe the calls and demonstrate findings. The skills and experience required:

    Excellent prioritisation skills ensuring targets are met
    Preference for commercial insurance experience (advantagous not essential)
    Strong communication skills.

    Understanding of an insurance and/or regulatory environment
    Strong Microsoft Office skills
    Relationship management
    Decision making.
  • Number of vacancies: 5
  • Requirements

  • Minumun level of education: Grade 11 /N3
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Ad summary

  • Quality Assurance Administrator

  • Recruiter

    RC Vaps

  • Province

    City of Johannesburg, Gauteng

  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary


  • Apply now

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