Job Description
Manage Regulatory Requirements

• Approve or Decline manager approval cases
• Trend analysis on manager approval cases and recommendations
• Assist manager with the identification and resolution of problems
• Allocate work to the QA admin to communicate with the Sales Agents on the resubmissions
• Investigate and evaluate the reason/s for the failure of the policies
• Ensure that all manager approval ,correspondence and resubmissions are all finalized at month end
• Compile manager approval report weekly/monthly
• Compile and monitor monthly correspondence and resubmission cases report though out
• Conduct QA related training (Resubmission training and understanding of complex feedback from New Business)
• Identify anomalies in new policy applications and escalate to the relevant stakeholders
• Ensure quality of own work, minimize mistakes and continuously improve on quality and standards
• Provide employees and management with a coaching feedback report.
• Review clients on QC tools
• Assist with fatal error meetings/ reporting etc
• Implement QA strategy, processes and monitor the QA targets
• Ensure the performance of staff with regards to QA.
• Assist in compiling the Channel’s scripts and assessments sheets.
• Ensure compliance adherence through quality control and verification.
• Investigate and compile feedback on Audit / Compliance findings.
• Keep the team abreast with relevant compliance matters.
• Ensure Agents fit and proper requirements are in adherence. 70\%

Manage the Market Conduct Requirement

• Promote and drive fair treatment of clients during Sales.
• Verify the adherence of the Agents supervision.
• Authenticate the adherence of the completion of the FNA conducted and Completion of ROA through sampling of application forms.
• Investigate all the departmental complaints and provide suggestion. 10\%

Assessment and Training Management

• Sample Agents calls and ensure that are in line with the set script.
• Assist in identify gaps and provide suggestion to achieve set assessment target.
• Assist in identify risks, action plans and monitor the progress thereof.
• Monitor and identify objection handling training, or any QA related training provide input.
• Train (with the input of the production supervisor) the new staff to ensure they reach set QA / Production targets. 5\%

Trend Reviews and Reporting

• Conduct internal checks to ensure they comply with Company set QA rules and compliance standards.
• Investigate unmet percentages / NTU ratios and provide input.
• Conduct analysis on QA / production / lead volumes / call ratios and conversion ratios.
• Contribute on how to improve overall performance and production of the team.
• Make suggestions on how to improve overall performance and production of the team. 15\%
• TOTAL 100 \%

Requirements
Knowledge and Skills

Formal Education

• Matric
• FSCA Recognised Qualification

Technical/Legal Certification

• RE 5 (Representatives)
• RE 1 (Key Individuals)
• CPD Points
• Compliance Certificate (Advantage)
• COB

Experience

• 2 Years’ Experience in Quality Assurance in an Outbound Call Centre Sales Environment (Insurance Industry)
• 2 Years’ Call Centre Management experience
• Registration as a Key Individual
• Experience in Long-term Insurance subcategory A and Long-term Insurance subcategory B1-A