Quality Assurance Agent x4

Icebolethu Group is an Authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. Winner of the Standard Bank KZN - Top Brand award for 2022 provides a centre of excellence and a leading provider of dignified burial solutions.

The Quality Assurance Agent to perform tasks supporting the Call Centre to oversee the day-to-day performance of employees to ensure the team's efficiency through monitoring service and sales calls to assess quality of incoming and outgoing calls, employee demeanour, accuracy, performance and conformity to compliance and company policies and procedures.

• To ensure that a high level of customer service within the area of responsibility.
• Interact with agents and team leaders daily/weekly/monthly giving feedback on client's needs & expectations.
• Provides feedback to team leader.
• Offer daily feedback via verbal & written communication.
• Provide feedback on customer insight through surveys.
• Drive customer satisfaction strategies.
• Provides feedback to team leader.
• Implement compliance, guidance and policies to report incidents or circumstances which may give rise to unwarranted claims.
• Minimise potential risks that would give rise to fines.
• Sign up for development initiatives or work related skill, training or qualification.
• Maintaining good working environment by building a healthy working relationship with co-workers.
• Assist new hires such that they are productive on the floor.
• Implement remedial plans to address negative floor sentiment.
• Meet and exceed stipulated targets as per Departmental Performance Plan and Balance Score Cards.
• Ensure strict adherence to company policies, procedures, systems and processes.
• Maintain thorough knowledge and understanding of products, including performance and functional requirements of call centre.
• Ensure commitment to FIAS and FSCA requirements.

• Grade 12
• Computer Certificate
• RE1/RE5 (Advantageous)
• Minimum of 1-2 years in customer service
• Computer literacy in MS Suite Office
• Have strong communication and organizational skills
• Attention to detail and exceptional listening skills
• Strong knowledge of customer care processes
• Honesty and Integrity
• Excellent Decision making
• Administrative skills

Market related.