Supervisor: Quality Assurance (Insurance)

Our client in the insurance sector is looking for a Supervisor that will be responsible for the Quality Assurance process to assist in attaining the required quality monitoring and achieving set targets.

Position Description:

·         Implement and monitor the QA process (Internal call centres QA)

·         Conduct call assessments

·         Reporting

·         Trend Reviews

·         Coach staff for QA/Performance improvement

·         Staff training

Requirements:

·         Matric

·         Qualification in Call Centre Management

·         RE 5

·         RE 1 (advantage)

·         Recognised qualification recognised by FSB

·         3 Years’ Experience in Quality Assurance in an Outbound Call Centre Sales Environment (Insurance Industry)

·         2 Years’ Call centre Supervisory experience