Quality Assurance Consultant - Sandton at Momentum Metropolitan Holdings Limited

Role Purpose    

• Ensure onboarding of quality new business, perform quality control and assurance on sales and ensure  FAIS requirements are met and maintain and monitor the quality assurance process.

Requirements    
Qualifications

• Grade 12 or equivalent qualifcation
• Relevant degree or tertiary qualification

Experience

• 2-3 years’ relevant experience (essential)
• Insurance industry experience (desirable)
• Experience in client services and quality assurance (essential) 

Skills and knowledge

• Attention to detail
• Planning and organising skills
• Knowledge of relevant products, processes, systems and applicable legislation
• Knowledge of the legislative impact on the insurance industry 

Duties & Responsibilities    
INTERNAL PROCESS

• Provide independent assurance on the adequacy and effectiveness of the control environment for operational processes and procedures.
• Assess the quality of sales submitted by advisor
• Assist sales agents to submit quality sales, improve sales skills, telephone technique and technical skills
• Listen to calls on sales done on a recorded line and verify sales done face to face.
• Cross train skills and knowledge to all consultants
• Ensure Regulatory Requirements i.e. ROA, TCF are applied fairly to all policyholders
• Push team to complete all tasks outstanding to ensure files are activated with urgency.
• Assess the quality of data captured on business systems against quality standards to ensure correctness of data.
• Facilitate the new business onboarding process, policy activation and welcome packs.
• Identify, report on and monitor process and system improvements required.
• Identify any possible gaps, risks or training requirements for internal processes and procedures and engage with the relevant stakeholders to compile action plans.
• Collate information regarding quality assurance and adherence to standard operating procedures to obtain a holistic view of the operational environment.
• Report on areas of opportunity and risk within the team(s) and make recommendations to close identified gaps.
• In conjunction with the line manager provide the team with constructive feedback with regards to quality assurance assessments.
• Provide feedback and coaching to team members to achieve desired quality levels.
• Implement quality assurance processes, standards and requirements to ensure quality of the operational environment is monitored and maintained.

CLIENT

• Provide authoritative, expertise and advice to internal stakeholders.
• Build and maintain relationships with internal and external stakeholders.
• Deliver on service level agreements made with internal and external stakeholders in order to ensure that expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers, clients and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.
• Effectively manage time and ensure optimal productivity.
• Ensure technical product and legislative knowledge is always current in order to propose the most relevant and innovative client solutions and comply with governance requirements.
• Be self-confident, self-motivated and relentlessly pursue targets and goals.

FINANCE

• Identify solutions to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum. 

Competencies    

• Business Acumen
• Client/ Stakeholder Commitment
• Examining information
• Provinding insights  
• Impact and Influence
• Collaboration
• Following procedure
•  Self-Awareness and Insight

Closing Date: 2023/07/30