Quality Assurer (Insurance) – FinChoice

Job Listing No: 9740000

Quality Assurer (Insurance) – FinChoice

HomeChoice Group – Western Cape – Key Performance Areas Monitor and analyse sales and service interactions between agents and customers Coordinate with managers and supervisors to ensure that appropriate numbers of calls are audited monthly Conduct audits on recorded calls to ensure that the required standards in terms of legal compliance, business process rules and customer engagement are met Conduct audits on live calls to ensure that the required standards in terms of legal compliance, business process rules and brand protection are met Provide an objective assessment regarding the agents’ adherence to legal compliance requirements Provide an objective assessment regarding the agents’ adherence to business process rules requirements Provide an objective assessment regarding the agents’ adherence to customer engagement requirements Monitor overall performance of individual agents and teams to track performance against required standards Complete appropriate evaluation checklists to record audit findings … – Permanent – Full-time

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