Prudential plc, one of the oldest and most strongly capitalized life insurance companies in the world, has acquired a majority stake in Zenith Life Assurance, giving rise to a new company, Prudential Zenith Life.
Description:
- We are looking to hire a Quality Assurance Officer.
- He/She win mainly be responsible for carrying out total quality assurance audits as per prescribed service delivery plans. ensuring that methodologies and processes are being followed across all units and departments.
- QA team must check the trends (if the same calling agent has a low contact-ability rate/ categcvy/ financici advisor) Do a Root Cause
- analysis for the reason.
Key Responsibilities:
- Aftererxe to Call Script
- Infcymation Accuracy
- Completion of the key issues highlighted in the script.
- Accurate capture of red flags (if any)
Expected Outcome:
- Monthly QA report shared with R&C of irxiividcnl training needs fcy the Calling tearn
- Widation of the Welcome call process
- In the event of cornrncn/re-ikat %lps identified during QA a RCA ternplate is completed by the QA Specialist (LBU to specify) with recomnændations to solve for the gaps.
- The recommended actions are tracked by the CX Specialist and reported back to the QA specialist and CX Ntanager. (LBU to specify) analysis of Welcorne can must be done and recorded monthly to identify trends of agents with sales rnalpractices, products mis-sold. misinformation. etc,
- The QA function cuts across Underwriting, Claims. Premium Collection & Allocation and Custaner Service.
Key Skills:
- Effective Communication skills (verbal and written).
- Effective Report writing skills.
- Display good analytical reasoning skills.
- Demonstrate relevant business process ond functional
- Data analytical skills
- Dermonstrate good knowledge Of procedures and methodologies.
- Solutionbased thinking.
- Display good attention to detail
- High levels customer service orientation.
- Ability to perform without or with lirwted supervision
- Ability to use Own initiative when dealing with Out the ordinary scenarios.
- Ability to flexible and adaptable to change.
- High levels of self-perception (confidence, self-ernpowerrnenL optimism, self-respect).
- Effective Time management skills.
- Demonstrate high levels accountability.
Qualifications:
- Bachelor's degree in Mass Communication. Inforrnation, Technology & communications or ary related courses (minimum of second-class lower grade).
- Certification in a related training is an advantage.
Experience:
- 7-10 years experience in Insurance Operations
Knowledge:
- High level of data analysis and precise evaluations
Competencies:
- Excdlent MS skins in particular. PowerPoint. Word and Excel
- Ability to rtr.inage internal and external corre$x»ndence.
- Excellent written and verbal communication skins
- Exceptional interpersonal skills
Method of Application
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