Job Summary

• Monitor and maintain quality and compliance standards for sales calls and applications.

Key Performance Areas

•  Verify Member Information on Sales Calls
• Audit Sales Application for accuracy and Compliance
•   Perform Prescribed Administrative Duties

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.
• Update/correct member information, on CRM, per sales call (Names, Email address, ID numbers).

Audit Sales Application for Accuracy 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 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 send back.
• Verify Callbi matched queries to determine whether the policy is Active or a send back.
•  Verify bulk activated policies and provide feedback.

Perform Prescribed Administrative Duties

• Conduct and submit “Self-Check” for QA process completeness.
• Create query tickets for enquiries to Team Leaders and coaches.
• Record sends back reasons for each send back.
• Capture daily activities on the QA capture Form.
• Update debit and inception dates for all active policies (system bug prohibiting).
•  Perform ad hoc duties as and when allocated by Supervisor.