Quality Controller

Full-time
Quality Controller
Moladira Skills
Sandton, Gauteng
Permanent

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Posted 23 November 2021

Job Details

Job Description

About the Company
We take away the hassle from insurance, the paperwork and the fancy terms that no one can understand and make insurance honest and upfront – because that’s what really matters.
It’s insurance – made simple. It’s cover for the things you love most – made easy. The best part? We offer affordable insurance without compromising on quality.

Job Purpose
The purpose of the role is for the Quality Controller to evaluate calls and ensure regulatory requirements are adhered to whilst mitigating risk of possible regulatory, financial and reputational risk which the business may face and adding to the culture of Compliance.

Responsibilities

  • Call (script) monitoring across various portfolios including Health Insurance, Pet Insurance, Motor Vehicle and Household content; to meet target by listening to randomly selected calls per agent.
  • Provide trend data to QA manager regarding common areas/ shortfalls within respective business unit;
  • Participates in customer and client listening initiatives to identify customer needs and risk mitigation including the identification of knowledge gaps, behavioural components, lack of coaching etc;
  • Provides feedback on adherence and performance based on assessment requirements and QA Metrics;
  • Participates in calibration sessions for respective business unit;
  • Provides feedback on non-compliance daily;
  • Identify opportunities and make recommendations to add value to the quality assurance service provided;
  • Establish and maintain relationships with stakeholders to reinforce and improve quality of calls by identifying possible areas of improvement in script, business process, policy wordings etc;
  • Meet department requirements
  • Meet department requirements by adhering to call monitoring process;
  • Ad-hoc duties as required from time-to-time;
  • Compile and submit reports daily/monthly to provide input on performance;
  • Ensure compliance of call scripts by Sales and Services and any anomaly’s are sent to Compliance for approval;
  • Keep abreast of legislation and other industry changes that impacts on role by reading the relevant newsletters, websites and attending sessions/ webinars/ conferences.
  • Understand and embrace the Oneplan vision and demonstrate the values through interaction with team and stakeholders;
  • Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from managers;
  • Ensure personal growth and enable effectiveness in performance of roles and responsibilities by ensuring all learning activities are completed, experience practiced and certifications obtained and/or maintained within specified time frames;
  • Ensure information is provided correctly to stakeholders by maintaining knowledge sharing with team;
  • Contribute to a culture conducive to the achievement of transformation goals by participating in Oneplan Culture building initiatives;

Education Required

  • Matric / Grade 12 / National Senior Certificate Relevant qualification as per the FAIS Qualification list – Certificate/ Diploma/ Degree (preferred)
  • Teaching / Facilitation / Coaching Qualification (advantageous)
  • FAIS would be advantageous
  • Literacy – Have excellent reading, writing, listening and capturing skills
  • Other FAIS related qualification of at least 120 credits
  • RE5

Experience Required

  • 2 – 3 Years working experience as a Quality Assurer within the Short Term Insurance space within the Financial Services Industry;
  • PC Literacy – In-depth knowledge of Word, excel, email and Internet
  • High level of integrity
  • In-depth knowledge of all OnePlan Products