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CAREER OPPORTUNITYAn exciting opportunity exists for a Commercial Team Manager to join the Claims Department. This position is based in Centurion. JOB DESCRIPTIONDuties and Responsibilities:• Deliver exceptional client service that exceeds customers’ expectations through proactive, innovative, and appropriate claims handling.• Handling of performance related issues and disciplinary matters.• Manage, support and developing a team of people to ensure service delivery and performance management applied consistently.• Manage people related matters i.e., attendance, absence, and attrition (staff turnover) within the team to ensure service level contributions are met or exceeded.• Weekly team meetings, participation on one-on-one discussion and other meetings required from time to time.• Demonstrates an effective communication style, that motivates, across internal and external teams and individuals that may become involved with claim tasks.• Identify, investigate, and resolve any challenges relating to claims being handled in line with claims policies and procedures such as SLAs and TAT.• Meeting of set deadlines.• Managing team’s task adherence (diary, message, and email management)• Monitoring immediate first call resolution within the claims department.• Management of outstanding claims monthly. (Outstanding listings)• Authorise and validate claims that does not fall in the staff mandate.• Ensure compliance in terms of Under Supervision and record keeping.• Liaising, build excellent relationships and ensure accurate and timeous response to brokers and clients on queries.• Monitor effective use of approved suppliers and adherence to contracted rates to improve loss ratios.• Auditing of claims within your team monthly• Monitor equal distribution of claims.• Analyse training needs: identify possible problem areas and change weakness into strength.• Provide supporting reports and information to Claims Portfolio Manager to compile feedback to Executive Head• Ensuring client satisfaction improvement: QA processes/CSI scores/Complaints Root Cause Analysis.• Provide policy wording interpretation.• Courteous and professional attendance to telephonic queries.• Deliver strategic results in term of the Vision and Mission.• Align own behaviour with the organisation culture and values.• Demonstrate commitment toward the team and participate in building team culture.• Collaborate and work closely with all role-players thereby leveraging constructive team dynamics and innovation.• Identify and recommend enhancements to processes.• Monitoring of call pause procedures and availability within the department together with managing the contact centre.• Proactively ensure the most effective use of time, resources, money, materials, or equipment in line with policies and pr...Additional Info:3 to 5 yearsSalary: RR20000 to R30000Job Reference #: 996654828

3mo

Energy at Work Projects

Johannesburg CBD

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Quality Assurance Agent Mango5 has an exciting new campaign, and we are seeking a highly meticulous and focused Quality Assurance Agent. The quality assurance agent will support the campaign to ensure that sales agents comply with our quality standards, regulatory compliance and the approved script. This will include: Verifying sales calls • Search for and listen to call recordings. • Verify converted sales calls and allocate any incorrectly captured information to the supervisor or sales agent based on criteria set out. Conducting overarching quality assessment tasks • Assess and score agent calls based on criteria (e.g. compliance, accuracy of information provided to the customer, professionalism, etc.). • Identify strengths, opportunities for improvement, and any compliance violations in customer interactions. • Conduct and complete investigations as and when required and provide reporting based on findings. • Provide detailed, insightful and constructive feedback on evaluations. • Enter quality assurance (QA) data into spreadsheets to track scores and trends. • Adhere to high levels of quality standards and meet monthly QA targets. Contribute to continuous improvement of quality in the unit • Conduct weekly feedback sessions with team leaders to discuss individual and team performance. • Proactively communicate internally with key stakeholders and management concerning quality issues, improvement initiatives, and overall performance. • Provide team leaders and managers with weekly/monthly combined assessment reports based on the errors made and discuss performance. • Provide coaching and training to ensure that product knowledge is continuously developed and that the required standard for product knowledge is maintained. This role has the following requirements: Qualifications • Matric certificate or equivalent. Experience • QA experience in a call centre environment preferred. • Minimum of 2-years call centre experience in long term insurance. Skills and behaviours • Ability to work with minimum supervision, adapt to a changing environment quickly and think independently. • Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment. • Demonstrate attention to detail and accuracy in work, especially in composing, typing, proofing, establishing priorities and meeting deadlines. • Results driven, strive to exceed goals, and motivates themselves and others to achieve positive outcomes. • Communicates effectively both verbally and in writing with managers, colleagues and individuals inside and outside the organisation. • Exhibit a professional manner in dealing with others and work to maintain constructive working relationships. Ability to handle multiple tasks in a production-driven environment. Working Hours : • Monday to Friday: 8am to 5pm Remuneration: • Monthly basic: R7000 • Additional commission and in...Salary: RMin salary: 7000.Job Reference #: 201130

2mo

Mango5

Other

Team Leaders – Inbound (Norwegian / Danish / Swedi

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Our client, a call centre located in Randburg, Johannesburg, are looking to employ Team Leaders who are Norwegian, Danish, Swedish and Dutch speakers. Shift work is required, depending on the territory and their call centre is open 7 days a week, averaging time between 7am and 11pm). Minimum Requirements Grade 12Must be bilingual (verbal and written) in English and one of the following languages: DutchDanishSwedishNorwegian Previous Inbound Contact Centre experience or,Previous Team Leader / Supervisory experience in a service environmentPrevious international contact centre experience will be advantageousFully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)Availability to work shifts (International Call Centre) Operations Management and Continuous Improvement Coach and develop employees through continuous one-on-one sessions i.e. daily, weekly and monthlyEffective resource planning by managing work attendance and leaveEnsure all contact channel services levels are metSet key performance indicators for agents and review agent performance according to KPI’s in conjunction with Operations headAnticipate escalations and take over requests when neededConduct root cause analysis on all detractorsEnsure escalations processes are maintained and implementation of new processes with team buy inAssign and monitor the productivity and quality of interactions performed by the teamEnsure all work delivered to clients are conducted with a high level of integrityDrive all day-to-day operational activities through to successful completionEnsure all team members are responding to customer concerns in a timely and efficient mannerMonitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handlingReview and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement People and Performance Management Manage the development, performance, capability and capacity of the employeesEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR, AHT, QA)Enhance staff morale & motivation through reward and recognitionDetermine training needs and identify coaching opportunities to develop knowledge, skills and behaviours in the teamMentor new hiresDemonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targetsOffer guidance and support to all team members to mini...Additional Info:2 to 4 yearsSalary: RNegotiableJob Reference #: 4223470603

2mo

ABC Worldwide

Johannesburg CBD

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"call centre jobs in qa" in South Africa

call centre jobs in qa in South Africa (9 results)

Results for call centre jobs in qa in "call centre jobs in qa" in South Africa in South Africa