Posted on :
2 Mar, 2021
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. Our origins date back to 1 June 1985, and we have since grown into a group of subsidiaries that includes some of South Africa’s most loved and recognisable brands.
We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans. We bring customer-focused innovation and service excellence to the financial services industry. We’re an undivided team who believe in leading through technology and pushing past their limits. TIH is owned by BHL (SA) Holdings Limited. BHL has a vast global footprint.
Job Title: Quality Assurance Consultant- Australia
Location: Fourways, Gauteng, South Africa
Reference #: QAC/2021/03/02
Contract Type: Permanent
Salary: Market Related
Conduct audit and evaluation of telephone conversations, to ensure correct and appropriate information and advice is given to the consultant to improve performance and ensure clients receive correct information pertaining to their call or communication. Capture evaluation on the relevant system.
Work within established quality audit systems to evaluate all forms of communication to the customer and provide support as needed. Escalate potential risk to relevant department when identified.
Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Assist to reduce risk to company through effective quality and compliance evaluations. Ensure internal and external statutory compliance of all interactions.
Data Collection & Analysis:
Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats. Highlight / alert business to potential risks (e.g. fraudulent activities ) and any other consultant behavioural trends. Identify incorrect system data and notify relevant stakeholders. Ensuring effective feedback to management and suggestions on business and process
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
Perform a specified range of tests to verify that quality specifications are met. Ensure quality and correctness of employee / client interactions and accuracy of the information captured onto the internal system (e.g. DISC Pro).
Learning Needs Analysis:
Support the identification of learning needs by analyzing performance and competence data to identify gaps in relation to required levels. Identify training needs within Auto & General.
Internal/External Client Relationship Management:
Build effective working relationships within the internal/external client organization, delivering high-quality professional services with guidance from senior colleagues.
Personal Capability Building:
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Remain up-to-date and informed on all changes and new products within Auto & General.
Grade 12/ SAQA Accredited Equivalent (Essential);
Tier 2 recognized qualification (Advantageous)
2 or more years’ experience within Financial Services Industry (Essential);
Experience in a QA Role (Advantageous)
SAQA Accredited Equivalent – It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Application Deadline: 09/03/2021