About the Job
Key outputs

The successful incumbent will be responsible for but not limited to the following:
To check all relevant required documents is received eg correct application forms, valid bank statement, signed quote
Ability to ensure compliance check is completed
To capture NB applications
To capture on Quality centre any possible fix or system issues such as match the rates to NB quote
Request outstanding information either telephonically or email
To issues NB quotes
Follow up on outstanding requirements
Maintain SLA within processing pools
Make recommendations for improvements to the system used in the department and testing system functionality after enhancements are made to the system
Required to have excellent written and verbal communications skills
Ability to switch roles and perform multiple tasks within the team
Amend and update QA errors report when necessary
To Capture, Quality Assure and activate new investments, issue the relevant policy schedules, and assist with queries relating to the process
Strong product knowledge
Monthly assessment need to meet minimum target of 90%

Technical Competencies:

Expert knowledge and understanding of Discovery Invest products

Assessment Criteria:

Demonstrates ability to:
Explain the business rules associated with each product
Process work accurately by applying the business rules for the specific product/benefit
Resolve telephonic queries by providing accurate product information to the franchises and brokers

Sources of feedback:

Quality Assurance:

Team Leader
Franchises
Brokers
Policyholders
Internal Audit

Technical Competencies:

Knowledge and understanding of Long-Term Insurance Legislation

Assessment Criteria:

Demonstrate ability to:

Explain the relevant legislation and its application to queries
Apply the relevant legislation when resolving queries

Sources of feedback:

Quality Assurance Team
Team Leader
Franchises
Brokers
Policyholders
Internal Audit

Technical Competencies:

Expert knowledge and understanding of systems applications used in the role

Assessment Criteria:

Demonstrate ability to:

Use the appropriate systems applications to produce outputs and resolve queries

Source of feedback:

Quality Assurance
Team Leader
Franchises
Brokers
Policyholders
Internal Audit

Technical Competencies:

Use of new business software

Assessment Criteria:

Demonstrates ability to:

Use SMAD (DFC)
Use Web QA
Use paradigm

Sources of feedback:

Quality Assurance
Team Leader

Non- technical Competencies:

Customer Service Orientation

Behavioral indicators:

Offers appropriate service to match customer’s queries in a manner that elicits acceptance
Uses an acceptable code of conduct as a basis for dealing with difficult or unethical behavior from others (racial taunts, sexual harassment and lying)
Uses polite but firm language in order to conclude a lengthy phone call

Sources of feedback:

Quality Assurance
Team Leader

Non- technical competencies:

Conflict handling

Behavioral indicators:

Surfaces problems and provides recommendations for solving them to the appropriate people
Settles disputes by finding common ground between parties with minimum disruption

Sources of feedback:

Quality Assurance
Team Leader

Non-technical competencies:

Speaking/verbal expression

Behavioral indicators:

Comes to the point in a direct yet appropriate manner
Uses appropriate simple language (no slang or jargon)

Sources of feedback:

Quality Assurance
Call Assessments
Team members
Customers

Non-technical competencies:

Results orientation

Behavioral indicators:

Follows through on customer requirements until a successfully concluded result is achieved.
Result is accurate, complete and delivered timeously

Sources of feedback:

Quality Assurance
Team Leader

Non-technical competencies:

Assertiveness

Behavioral indicators:

A positional viewpoint without being dogmatic

Sources of feedback:

Quality Assurance
Team Leader

Non-technical competencies:

Time Management

Behavioral indicators:

Meet deadlines
Attend meetings-if not able to, apology should be send prior to the meeting.
Prioritise work according to importance

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