Job Description

To maintain effective quality assurance processes by evaluating courtesy calls quality, identifying call quality gaps made by retention agents and implementing remedial action in line with the AVBOB Group policy.

Conduct Quality Assurance on Courtesy Calls (policy validations) and Retention clerks (outbound calls)

• Monitor courtesy calls conducted by retention agents are indeed followed in line with the preapproved script by legal and compliance.
• Train retention agents on scripts and script amendments to ensure that they are able to perform high standard courtesy calls.
• Comply with management on quality standards of courtesy calls made by retention agents to newly onboarded clients.
• Communicate to, and train retention clerks on the approved call standards.
• Monitor retention clerks progress on meeting call targets per day and identify and address discrepancies timely.
• Provide regular reports to superior on courtesy call progress, any challenges experienced as well as remedial action implemented.
• Evaluate an agreed percentage of courtesy calls made per day against set standards and identify any areas of improvement, training/development requirements of retention clerks.
• Improve our customer experience and service delivery levels through coaching and mentoring of retention clerks.
• Provide constructive feedback to retention clerks with the aim of improving performance and call quality
• Verify that retention clerks are providing up-to-date information, following current processes, call scripts and communicate effectively.

Investigate Exceptions identified on reports for conveyance to business

• Analyze and investigate suspicious transactions identified on policies.
• Identified cases with duplicate numbers
• Investigate cancelled and lapsed policies
• Investigate duplicate policies by representatives without payment received
• Investigate policies cancelled on stop orders

Perform Supplementary Quality Assurance monitoring and control tasks

• Work on rejected and accepted lists
• Process and investigate of stop order lodge queries
• Follow-up on outstanding policy documents
• Verifications of FICA documents
• Reports high risks and suspicious transactions.

• Grade 12
• FAIS Accredited Qualifications
• RE1 insurance credits
• Minimum of 2-3 years of experience in Insurance Administration

AVBOB