This position has the responsibility of facilitating and participating in the ongoing development of Auto & Generals Service Quality Assurance program and team, in support of the QA Manager. The incumbent will be actively involved in the day to day management of the business units' goals and objectives and the efficient monitoring of internal and external customer facing agents.
The position will ensure the timely and accurate dissemination of information relating to results and feedback to the business being mindful of any associated performance trends and training requirements.
Participation in the ongoing development, implementation and maintenance of our service quality assurance program and guidelines in partnership with key stakeholders
Ongoing development, coaching and calibration of service quality consultants and senior consultants ensuring alignment to the company values and capabilities
Highly effective working relationships with key stakeholders (internal & external)
Manage adherence to internal and external Service Level Agreements
Monthly activity reporting including trends analysis to key stakeholders
Facilitation of training presentations and trainee feedback (internal and external)
Remain up to date with industry specific acts and codes as well as company policy and procedures; ensuring alignment of our quality program as required
Matric or SAQA Accredited Equivalent
2 years experience in Managing a team of Quality Assurers in a Telecoms/Insurance company
Previous experience in the assessment of staff including providing feedback.