Our Quality Assurance department is seeking experienced Quality Assurance Agents to monitor and maintain quality and compliance standards for sales calls and applications.

Key Tasks

Verify Member Information on Sales Calls:
- Search telephony source(s) for sales voice recordings
- Listen attentively to sales voice recordings
- Verify that member’s details have been correctly captured
- Completion of sendback notes
- Update/correct member information, on CRM, per sales call
- Meet QA daily targets

Audit Sales Application for Accuracy, Risk and Compliance:
- Verify correctness and application of Sales’ “needs analysis”
- Assess suitability of product(s) sold for member’s identified needs
- Verify that benefits have been correctly/accurately communicated
- Identify and report potential financial/operational/legal and reputational risk factors contained in calls/applications
- Verify accuracy of CRM notes against sales call
- Check that all compliance requirements have been correctly executed
- Confirm that all required essential support documentation is accounted for
- Request outstanding support documentation from relevant source(s).
- Disposition policies to either activate, send for endorsement, cancel or sendback
- Ensure that all TCF requirements are met

Perform Prescribed Administrative Duties:
- Conduct and submit “Self-Check” for QA process completeness
- Create query tickets for enquiries to Supervisor and coach
- Record sendback reasons for each send back
- Capture daily activities on Google Sheets
- Update inception dates for all active policies (system bug prohibiting)
- Perform ad hoc duties as and when allocated by Supervisor/Team Leader