Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities, and businesses. Visit us at www.momentummetropolitan.co.za
Role Purpose This role offers exciting and challenging opportunities and is aimed at a dynamic, performance-orientated, knowledgeable, and experienced individual who can deliver quality outputs in a high deadline and client-orientated environment. You will be required to work well within a team as well as on your own. An exciting opportunity exists for an experienced staff member to take up a challenging position as a Quality Assessor.
Requirements Matric or Grade 12 qualification2-3 years of Call Centre experience preferably in a Medical Aid industry2-3 years of Claims experience and MembershipSupervisory experience or quality management experience would be an advantageMS Office proficiency and Call Centre applications (inclusive of the assessment system)Fluent in isiXhosa, isiZulu, Sesotho, Setswana, and EnglishAbility to analyse work situations and initiate corrective action (Cognitive capacity)Troubleshooting and problem-solving (creativity)Strong computer skills e.g. MS Word, ExcelProactive individual who sees beyond the obvious and gets positive results – thinks outside the box (creativity) Duties & Responsibilities ProcessConduct daily quality checks for all Operational areas in the Government Employees Medical Scheme (GEMS) business unit, including reviewing Call centre, Claims, Membership, and Customer Experience.Conduct weekly quality checks of the written work produced by agents and team coaches.Daily monitoring and motivating staff to ensure department quality objectives are met.Keep accurate, complete and up-to-date records of staff administration (evaluation scores, agent profiles etc.).Notify team coaches timeously of specific issues to ensure staff are issued with timeous instructions (memos, guidelines etc.).Assist with locating and/or transcribing calls where possible Customer Service Agent (CSA) error has occurred.Attend and participate constructively in a minimum of one meeting per week with team coaches and stakeholder managers.Ensure the timeous completion of investigations and or tasks arising from meetings.Conduct monthly meetings with teams to convey information and motivate call centre agents.Continuously stay abreast of developments in Metropolitan Health Group (MHG), related to Client Services and/or CallCentre/Claims/Customer Experience/Membership by accessing relevant information.Maintain computer literacy to generate clear and concise quality and statistical reports.Keep abreast of call centre/Claims/Membership technology to ensure work methods and procedures are effectively managed.Sound knowledge of GEMS Rules and Benefits.Table quality statistics for all assessments.Table quality statistics for Team Coach Assessments.Table quality statistics for correspondence (written, email).Table assessment type statistics, trend analysis.ClientBuild and maintain relationships with clients and internal and external stakeholders.Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.Make recommendations to improve client service and fair treatment of clients within area of responsibility.Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client serviceContinuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.PeopleBuild strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.Positively influence and manage change and offer specialist support where required.Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.Take ownership for driving career developmentFinanceContribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.Identify solutions to enhance cost effectiveness and increase operational efficiency.Implement and provide input into governance processes, systems and legislation within area of specialisation.Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposesProvide input into the risk identification processes development and communicate recommendations in the appropriate forum. Ability to remain impartialA high focus on customer satisfactionAbility to maintain cooperative working relationshipsAbility to work under pressure and work independentlyAbility to give constructive feedback and coachAnalytical and problem-solving skills with the ability to make decisionsAbility to communicate recommendations in a constructive mannerExcellent interpersonal skills and communication skills (both written and verbal)Sound knowledge of scheme rules and benefitsBe able to interpret payment instructions from relevant SPN'sLeads Change and Innovation Policy We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.
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