The Quality Assurance Specialist role is responsible for providing a consistent and unbiased call review function to ensure the CTM health insurance call centre sales staff are complying with relevant legal requirements and company policies to predefined and agreed standards. This role contributes to the overall performance of the call centre, through formal coaching and feedback provided to call centre consultants, and the development of effective working relationships with the call centre leadership team as well as other departments across CTM.
1. Job Specific ? Use call recording and listening technology to identify and locate calls to be reviewed ? Review calls accurately in accordance with QA methodology ? Complete feedback forms for reviewed calls, where required ? Attend and participate in calibration sessions to ensure the consistent application of QA methodology ? Provide ongoing coaching and feedback to consultants in formal coaching and feedback sessions ? Drive the ... Click here to view more detail / apply for Quality Assurance Specialist (00008542)
1. Job Specific ? Use call recording and listening technology to identify and locate calls to be reviewed ? Review calls accurately in accordance with QA methodology ? Complete feedback forms for reviewed calls, where required ? Attend and participate in calibration sessions to ensure the consistent application of QA methodology ? Provide ongoing coaching and feedback to consultants in formal coaching and feedback sessions ? Drive the ... Click here to view more detail / apply for Quality Assurance Specialist (00008542)
