Call Centre Jobs In Johannesburg : Call Centre Quality Assessor - FirstRand Bank
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purpose
To assess the quality of agent interactions with customers in line with regulatory and process requirements, by highlight risks in agent interaction with the customer and through an escalation process to relevant parties. Corrective action and remediation can be decided and taken.
responsibilities
- Implements quality assurance within a Department, in line with the Implementation Plan
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate
- Delivers customer service through adherence to quality service standards
- Report on transactional and process activities within set guidelines to provide timely information for decision making
- Deliver internal and external customer service excellence through adherence to quality service standards
- Act responsibly with work-related resources in order to contribute to cost containment
- Promotes teamwork amongst peers and team members
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experience and qualifications
- Minimum Qualification - Grade 12
- Preferred Qualification - Relevant Certificate or Diploma FAIS and RE
- Experience - 1 to 3 years of experience in a similar environment
- The person must not be an unrehabilitated insolvent
additional requirements
Minimum Requirements:
- Matric and RE qualification FAIS Qualification for the following:
-
- Short Term Insurance Personal Lines
- Short Term Insurance Commercial Lines
- Long Term subcategory
- Must have an Insurance background Must have a minimum of 2-year Quality assurance/analyst experience
How To Apply
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