Vacancy: Quality Assessor

We’re on the search for a talented, energetic and experienced person to join our innovative team at Bidvest Insurance!

Bidvest Insurance is a Short Term insurer within the Financial Services division of the larger Bidvest Group and operates alongside other great companies such as Bidvest Bank, Bidvest Life, FMI, Compendium Insurance Brokers and others.

Bidvest Insurance is one of South Africa’s fastest growing insurance companies and was founded in 1997. With the support of the larger Bidvest Group we have successfully expanded and evolved through our dedicated commitment to our values, customers, partners and staff. Interested individuals looking to join Bidvest Insurance can expect to join a young and energetic team that challenge convention and who are intent on building long term relationships with all stakeholders.

As one of South Africans largest diversified industrial companies, your career aspirations with us are only limited by your own imagination.

Position Overview
The successful appointee will be required to monitor and measure the quality of calls within the call centre. As an immediate intervention the Quality Assessor will identify areas of development and provide recommendations for improvement, as well as assisting the agents achieve their quality objectives.

What You’ll Need

Our Values
At Bidvest Insurance, we’re all part of a ‘BE’VOLUTION where we live our values each and every day for the benefit of our colleagues, customers, partners, stakeholders and our enviroment.

Experience and Education

  • Grade 12 or equivalent is a requirement
  • Fluency in English and African Language is a pre-requisite
  • Afrikaans will be an added advantage 
  • General knowledge of tools, concepts and methodologies of Quality Assurance 
  • Industry Certification(s) will be an added advantage
  • 3-4 years’ experience as a Quality Assessor in a call centre environment. 
  • Proficiency on Microsoft Office: MS Word, MS Excel, MS Power-point and MS Outlook

General Skills

  • Excellent communication skills (Verbal and Written)
  • Ability to work under pressure
  • Target driven
  • Problem Resolution Skills 
  • Planning and Organising 
  • Data collection ability 
  • Strong self-motivator
  • Presentation skills
  • Time Management
  • Attention to detail
  • Report Writing
  • Analytical Skills

Key Responsibilities and Duties

  • Monitoring of calls by using the prescribed grading template and to ensure that the best practices within the call centre are applied.
  • Provide adequate feedback and guidance to the respective agent after completion of the Call Assessment (CA).
  • Liaise with internal and external stakeholders with regards to call recording requests, as well as the transcription 
    of the requested recordings, where necessary.
  • Recording of completed CA with summary of findings onto a Master Quality Assurance (QA) spreadsheet.
  • Provide QA report to management on a weekly basis.
  • General administration and record keeping of QA activities.
  • Circulate motivational emails and extracts.
  • Prepare and coordinate QA initiatives with the Team.
  • Any ad hoc duties that could be required from time to time in the department regarding Quality Assurance

Preference will be given to PDI candidates in line with our EE strategy.
Interested candidates to please submit their CV to:

Bidvest Insurance Brokers is an authorised Financial Services Provider