Cape Town: Insurance Call Centre Quality Assurer posted by Lewis Stores (PTY) Ltd
Posted on 2025-04-29 00:00:00
| Employer | Lewis Stores (PTY) Ltd |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
Lewis Stores (Pty) Ltd, a Financial Services Provider (FSP 2815), is seeking to employ an experienced and competent Insurance Call Centre Quality Assurer This is an exciting opportunity for an individual who has the knowledge, skills, and experience. The role reports to the Financial Services Manager.
The individual will:
- Conduct audits on recorded and live calls,
- Oversee/supervise/monitor call centre agents performing insurance sales calls strictly according to the insurance Script,
- Assess the call centre agents adherence to legislation, business process rules and customer engagement,
- Provide quality, consistent and objective feedback to agents about their performance
- Provide feedback to managers about agents performance
- Continuously train, coach, and guide call centre agents in the financial products on offer by the Company, to ensure the appropriate rendering of intermediary services and compliance with the requirements of the FAIS Act,
- Treat Customers fairly.
Duties and responsibilities will include, but not be limited to:
- Ensure ongoing adherence to the companys policies, procedures, practices, and requirements,
- Regular review of Quality and Compliance processes/benchmarks to minimize business/conduct risk,
- Conduct audits on recorded calls to ensure that the required standards are met,
- Conduct audits on live calls to ensure that the required standards are met
- Act firmly and professionally to ensure the interests of both the customer and Lewis are protected,
- Regularly assess the technical competence of the call centre team and take steps to develop their knowledge and skills, identifying areas for development to ensure continuous improvement.
- Ensure fair treatment of customers, which is central to the groups culture and identify opportunities to improve product and service offerings, ensuring effective and professional service delivery,
- Monitor, resolve and report on external complaints and objections.
- Perform regular assessments (including FAIS assessments) to assist in raising levels of competence,
- Provide feedback to individual agents on their adherence to legal compliance, business process rules and customer engagement,
- Supervise agents according to company standards (appraisals, discipline, development, training, performance, succession planning, attendance, coaching, motivating etc.),
- Compile month-end reports on all activities and present to relevant stakeholders, compile statistics for incentive and commission payments, compile agent productivity stats and take corrective action where needed.
Competencies (Knowledge/Skills):
- Full professional proficiency in English,
- Insurance Call Centre experience,
- Knowledge and understanding of applicable legislation and regulations,
- Insurance product knowledge,
- Interpersonal skills,
- Other language skills – proficiency (advantageous)
- Computer Literate in MS Office (Word, Excel, and Outlook), Call Centre system,
- Commitment to learning, product knowledge, and Call Centre operation/system requirements,
- Excellent reporting and Excel data skills
- Good organizational and effective communication and conflict management skills
- Attention to detail
- Problem-solving skills
Prerequisite:
- Minimum Grade 12 / Matric / NQF Level 4 equivalent required,
- Recognized Diploma/Degree advantageous (Management / Insurance preferred),
- FAIS Regulatory Exam (RE 1 or 5)
- FAIS Fit and Proper requirements of the applicable Acts and the FSCA requirements (a condition of employment).
Click Go Apply to apply online!
Get Similar Job Alerts
More jobs in Cape Town
More jobs in Western Cape
Browse Other IT/Computer Jobs
Browse Lewis Stores (PTY) Ltd Jobs
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Cape Town: Property Practitioner posted by Harcourts Dunn
Are you a persuasive communicator with a knack for sales? Do you thrive on making connections and closing deals? Join our dynamic real estate team as a Cold...
View Job
Property Practitioner
Cape Town: Google Ads Manager – Urgent Hire posted by Imatik Ltd
? Job Opportunity Google Ads Specialist Retainer Extra Income Can work around a FT existing role ?Are you a skilled Google Ads expert with 1-2 years of...
View Job
Google Ads Manager – Urgent Hire
Cape Town: Junior Consultant posted by Acquirely
Junior Consultant Remote - Sales Appointment SettingSalary R23,000 commissionOTE R30,000 R50,000month 2.5 per saleLocation Remote Work for a U.S....
View Job
Junior Consultant
Cape Town: Customer Support Manager – Entry Level posted by Right Kareer
Youll be the voice of our brand, communicating with customers, identifying their needs, and delivering a top-notch experience. Youll be the superhero they...
View Job
Customer Support Manager – Entry Level
Cape Town: Sales Rep posted by Alifurn Outdoor Furniture
Looking for a Sales Rep Furniture IndustryWere looking for a dynamic and driven sales representative to join our team! The role is based at our showroom in...
View Job
Sales Rep
Cape Town: DevOps Engineer (Support) posted by Construct Executive Search
Applicants must have the following requirementsMust have a Matric Certificate.Must have 6-8 years of experience as a DevOps Engineer in a software...
View Job
DevOps Engineer (Support)
Cape Town: New Vehicle Sales Executive posted by Intercon Recruitment
Dealership in Cape Town is looking for an experienced New Vehicle Sales Executive, with previous Motor Dealership New Vehicle Sales Experience. Salary Basic...
View Job
New Vehicle Sales Executive
Cape Town: National Key Accounts Sales Manager posted by The Individual Touch CC
Generate new additional businessGrow the national customer baseManaging analyzing the national customer baseAnalyzing price decreases suspended business...
View Job
National Key Accounts Sales Manager
Northern Suburbs: BOILERMAKERS – Based In Cape Town posted by Tom Nel Recruitment
Leading Progressive Manufacturing company seeks a number of Boilermakers urgently for six month contracts.Key experience of 3-5 Years post apprenticeship...
View Job
BOILERMAKERS – Based In Cape Town
Cape Town: Vehicle Chip Repair Technician posted by Chip Magic Technologies (Pty) Ltd
Company DescriptionChip Magic Technologies Pty Ltd are experts in vehicle paint chip repairs and automotive vehicle aesthetic restoration specialists.We...
View Job
Vehicle Chip Repair Technician
Cape Town: Junior Accountant posted by Africa Thinking Management Solutions
Job Advertisement Junior AccountantLocation Cape Town -Observatory Company Africa Thinking Management SolutionsAfrica Thinking Management Solutions is...
View Job
Junior Accountant
Cape Town: Intermediate Financial Administrator posted by Construct Executive Search
Applicants must have the following requirementsMust have a Diploma in Accounting or Bookkeeping.Must have 3-5 years of experience as a Financial...
View Job
Intermediate Financial Administrator
Cape Town: Roof sheeter – Urgently Needed posted by Batt Master Roofing and Guttering
Roof sheeter needed Must be able to remove and install roof sheets etc and waterproofing for maintenance company Work in fascias as wellWork experience a...
View Job
Roof sheeter – Urgently Needed
Cape Town: Litigation Secretary posted by Marais Muller Hendricks Attorneys
Marais Muller Hendricks Inc., a leading law firm in Cape Town, is seeking to appoint an experienced and highly organised Litigation Secretary to join our...
View Job
Litigation Secretary
Cape Town: Bookkeeper – Restaurant Industry (Salt River) posted by The Vocation Station
About the RoleWere looking for a detail-oriented Bookkeeper to join our clients team and support the financial operations of four businesses under one roof....
View Job
Bookkeeper – Restaurant Industry (Salt River)
Cape Town: Litigation Secretary posted by Cora O’Neil Recruitment Agency
Cape Town City Centre LITIGATION SECRETARY Minimum Requirements-Well presentable and professional preferably female-Excellent verbal communication skills-2...
View Job
Litigation Secretary
Cape Town: Sales Administrator – IT Industry posted by The Vocation Station
Are you a proactive and detail-oriented professional with a knack for client service and relationship management in the IT Distribution space? Were looking...
View Job
Sales Administrator – IT Industry
Cape Town: Junior System Support Engineer posted by The Vocation Station
Are you an enthusiastic IT professional with a passion for delivering top-notch support to diverse customers? Our client is looking for a Remote Support...
View Job
Junior System Support Engineer
Cape Town: Electrical Engineer – Building Services posted by Business Recruitment Services
This role requires collaboration with multidisciplinary teams and clients to deliver fit-for-purpose solutions that surpass industry best practices and...
View Job
Electrical Engineer – Building Services
Cape Town: Intermediate SHERQ Officer posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelors Degree or National Diploma in Safety Management or Occupational Health and Safety. Must...
View Job
Intermediate SHERQ Officer
Cape Town: Financial Accountant posted by Executive Placings
Travel Management Company is looking for an Accountant to be based in Cape Town. This is a hybrid role.The main purpose of this role is to ensure accuracy...
View Job
Financial Accountant
Cape Town: Regional Manager in Built-in Furniture Manufacturing Industry posted by Home Concept
Home Concept is looking for an experienced Regional Manager to join our team. In this role, youll lead sales, manage operations, and support teams to ensure...
View Job
Regional Manager in Built-in Furniture Manufacturing Industry
Cape Town: Car Rental Agent – Urgent posted by Vogue Personnel
Join Our Team as a Car Rental Agent! Were looking for a dedicated and organized Car Rental Agent to join our dynamic team and play a key role in ensuring...
View Job
Car Rental Agent – Urgent
Cape Town: New Business Consultant posted by Intercon Recruitment
Company based in Cape Town is looking for a Senior New Business Consultant Sales Increase and drive new business with a focus on quality and...
View Job
New Business Consultant
Cape Town: New Vehicle Sales Executive posted by Intercon Recruitment
Dealership in Cape Town is looking for an experienced New Vehicle Sales Executive with previous Motor Dealership New Vehicle Sales Experience. Salary Basic...
View Job
New Vehicle Sales Executive