Quality Assurance Manager
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I have experience in call center on both claims and servicing environment. Worked in Qa as a consultant were later promoted to QA Manager. My role was to Manage the Implementation and monitor the QA process
Internal various environments.
Determining, negotiating, and agreeing on in-house quality procedures,
standards and specifications Monitor and escalate the performance of standard with regards to QA.
Assist in reviewing and overseeing the gathering of information on complaints and provide feedback to necessary parties.
Manage the compiling of all call Centre environment scripts and conducting on-boarding process.
Loading new death, retrenchment, disability claims to the system, assessing and making decisions for payment or decline.
Working Call Centre environment (inbound and
Investigating all fraudulent claims.
Liaise with Legal & Compliance Officer with Ombudsman claims.
Interacting with FNB life product house for policy term and conditions.
Coaching team members on voice interactions with clients
Determining and allocating of work types
Working on turn-around times and quality standard is measured.
Bachelor of Business and Administration
