Quality Assurance Agent

Key Performance Areas ? Verify Member Information on Sales Calls ? Audit Sales Application for accuracy and Compliance ? Perform Prescribed Administrative Duties Key Tasks Verify Member Information on Sales Calls ? Search telephony source(s) for sales voice recordings ? Listen attentively to sales voice recordings ? Verify that members details have been correctly captured ? Update/correct member information, on CRM, per sales call Audit Sales Application for Accuracy and Compliance ? Verify correctness and application of Sales "needs analysis" ? Assess suitability of product(s) sold for members identified needs ? Verify that benefits have been correctly/accurately communicated ? Identify and report potential financial risk factors contained in calls/applications ? Verify accuracy of CRM notes against sales call ? Check that all compliance requirements have been correctly executed ? Confirm that all required essential support documentation is accounted for ? Request outstanding support documentation from relevant source(s) ? Disposition policies to either activate, send for endorsement, cancel or sendback ? Complete QA scorecard for each QAed policy (Genii) Perform Prescribed Administrative Duties ? Conduct and submit "Self-Check" for QA process completeness ? Create query tickets for enquiries to Supervisors and coaches ? Record send back reasons for each send back (Genii) ? Capture daily activities on Google Sheets ? Update inception dates for all active policies (system bug prohibiting) ? Perform ad hoc duties as and when allocated by Supervisor Essential Qualifications ? Matric Other requirements Afrikaans advantageous Knowledge and Skills ? Excellent listening skills ? Interpersonal skills ? Good verbal and written communication skills ? Demonstrable computer skills (MS Office i.e. Excel) ? Good record keeping and data capture skills ? Good Time Management skills Attributes ? Mature Outlook ? Able to work independently ? Able to perform under pressure ? Able to take initiative and ownership ? Proactive ? Self-motivated, flexible and enthusiastic ? Analytical ? Accurate detail oriented ? Ambitious ? Honest, hardworking and humble