Quality Assurance Consultant

Description:

JOB DESCRIPTION:


The successful candidate will perform proactive (risk) reviews, quality assurance follow-ups, continuous monitoring and general quality assurance support to key stakeholders. Develop and maintain relations with agents through evidence based coaching and ongoing support. Works independently under general supervision
with considerable latitude for initiative and independent judgement. Ensure agent adherence to Quality and Compliance regulatory requirements.

KEY ROLE RESPONSIBILITIES:

• QA Audits: Conduct QA assessments on QA platform as per set criteria & requirements
• Ensure that assessment methodology and execution is in line with legislation and best practices
• Monitor agent and client interaction to ensure business is conducted in a manner with all applicable laws (FICA, FAIS, TCF, POPIA and PPR), regulations, policies and procedures
• Proactively assist management identify and resolve potential internal control weaknesses
• Apply sound knowledge of compliance, product & policy and procedures on QA assessments
• Ensure objective assessments of all agents & applying QA penalties where applicable (as per FAIS Fit & Proper Code of Conduct)
• Escalations: Ensure accurate escalations to business on incurred failures reported
• Coaching: Assist with coaching agents on failure trends identified
• Participate in QA focus group audit assessments to ensure conformance to QA process
• CPD: Continuously stay abreast of regulatory changes related to all areas of the business by accessing relevant information on FSCA, E-Study platforms and available platforms
• Identify personal & divisional training needs and inform relevant stakeholders for training interventions required for business to meet quality standards
• Targets: Ensure consistency in daily targets to meet departmental objectives
• Drive Adhoc projects and tasks as deemed necessary by QA Manager
• Support the development and maintenance of a compliance focused culture with the organization

QUALIFICATIONS AND EXPERIENCE:

• Grade 12
• FAIS and RE5
• Claims experience will be advantageous
• Afrikaans language will be advantageous
• Minimum of 3 years of Insurance experience (STI, LTI)
• Knowledge and understanding of the FAIS Act 37 of 2002, FICA, PPR and POPIA
• Computer knowledge: MS Outlook, PowerPoint, Word and Excel
• Strong Analytical skills
• Time management skills
• Problem solving abilities
• Conflict Management Skills

SKILLS AND PERSNAL ATTRIBUTES:

• Confident and assertive with positive attitude
• Flexible and adaptable in changing environment
• Fast learner with the ability to rapidly assimilate and utilize new information and skills
• High level of accuracy and be able to operate efficiently under pressure
• Proactive and Accountable
• Good written and verbal communication skills
• Must be a self-starter
• Live and own up to company values

Requirements:

• QA Audits: Conduct QA assessments on QA platform as per set criteria & requirements
• Ensure that assessment methodology and execution is in line with legislation and best practices
• Monitor agent and client interaction to ensure business is conducted in a manner with all applicable laws (FICA, FAIS, TCF, POPIA and PPR), regulations, policies and procedures
• Proactively assist management identify and resolve potential internal control weaknesses
• Apply sound knowledge of compliance, product & policy and procedures on QA assessments
• Ensure objective assessments of all agents & applying QA penalties where applicable (as per FAIS Fit & Proper Code of Conduct)
• Escalations: Ensure accurate escalations to business on incurred failures reported
• Coaching: Assist with coaching agents on failure trends identified
• Participate in QA focus group audit assessments to ensure conformance to QA process
• CPD: Continuously stay abreast of regulatory changes related to all areas of the business by accessing relevant information on FSCA, E-Study platforms and available platforms
• Identify personal & divisional training needs and inform relevant stakeholders for training interventions required for business to meet quality standards
• Targets: Ensure consistency in daily targets to meet departmental objectives
• Drive Adhoc projects and tasks as deemed necessary by QA Manager
• Support the development and maintenance of a compliance focused culture with the organization

• Grade 12
• FAIS and RE5
• Claims experience will be advantageous
• Afrikaans language will be advantageous
• Minimum of 3 years of Insurance experience (STI, LTI)
• Knowledge and understanding of the FAIS Act 37 of 2002, FICA, PPR and POPIA
• Computer knowledge: MS Outlook, PowerPoint, Word and Excel
• Strong Analytical skills
• Time management skills
• Problem solving abilities
• Conflict Management Skills

• Confident and assertive with positive attitude
• Flexible and adaptable in changing environment
• Fast learner with the ability to rapidly assimilate and utilize new information and skills
• High level of accuracy and be able to operate efficiently under pressure
• Proactive and Accountable
• Good written and verbal communication skills
• Must be a self-starter
• Live and own up to company values