Quality Assurance Consultant
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About The Position
The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners. Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy. Support the CLCC to sustain profitable growth through effective evaluations and coaching of staff. Identify opportunities for evaluations, guided self-evaluations and coaching of staff for training or process improvement while facilitating employee development. The Quality Assurance Consultant will execute targeted audits of both live and historical interactions. The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required. Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement. The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations. The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.
