Quality Assurance and Audit Lead

To coordinate, plan & deliver day-to-day team tasks and activities in order to execute Quality assurance and audit transactions accurately and timeously in support of org. policy and claims compliance through the execution of predefined objectives as per agreed SOPs internally in Absa Insurance Company, Binders and UMAs

• Action random assessments by listening to calls and measuring consultants based on business specific quality templates to ensure quality and objectivity.
• Action quality measurements business tools designed by the Quality Assurance and Operations departments to assess the consultants.(AQM)
• Conduct weekly feedback sessions with team leaders to discuss individual and team performance based on assessments. Action plans to be agreed to remedy performance deficiencies identified through the call assessment process
• Conduct team leader calibration sessions targeting a 5% variance to ensure objectivity and consistency in the identification of gaps in consultant’s interaction with the customer.

• Quality check and verify that all changes requested by the client were actioned on the appropriate administration system by the agent i.e. banking details change, member added, but not limited to this.
• Quality check all correspondence forwarded to the client and assesses if correspondence is in line with the standards set out by Absa Insurance as well as the activity requested by the client
• Check if agent made detailed comments on appropriate administration system.
• Check and assess if the correct decision was reached by the consultant and that the appropriate process and procedures was followed by the consultant i.e. Claims or underwriting or surrender decision.
• Check and verify that the correct script (if required) was followed.
• Check and verify that consultants operated within their approved mandates and that the correct process was followed

• Make recommendations to the manager for the development of quality assessment tools, measurements and guidelines.
• Work in conjunction with operations to test business efficiency and consultant competency levels.
• Make suggestions to the line manager to provide recommendations to business to enhance business efficiencies.
• Identify and analyse trends and make suggestions to address areas of improvement to business.
• Follow up on recommendations made to business. If no action was taken by operation managers or team leaders, escalate to Senior Line Manager for actioning.

• Provide team leaders with coaching regarding the assessment performed . Provide an objective view which will highlight the gaps in the consultant’s performance.
• Performance enhancement coaching to be done to increase the soft and technical skills of the individual. These assessments can be done face to face, offside and/or remote type coaching.
• Provide subject matter expertise to fulfill the end to end coaching process
• Ensure that once coaching is conducted progress is tracked and monitored.
• Monthly calibration sessions should be held with all sections of business in order to minimise the quality assessment variances between consultants/team leaders and quality specialists.
• Monthly calibration sessions should be held with quality assurance manager, in order to align and minimise quality assessment variances between quality assurance specialist and quality assurance manager
• Calibration sessions should be held in line with the calibration session guideline set up by the quality assurance manager.

• Keep daily stats on all quality assessments for each consultant and the score allocated for each assessment
• Provide daily reporting for Dashboard stats to the designated reports person.
• Send each score and comments on the outcome of the assessment to the relevant consultant in the specified format.
• Action with feedback if/when received from consultant if the score /outcome of the assessment are being disputed. This should be dealt with using the guidelines given by the quality assurance owner.
• All assessments and reports should be saved in the specified format to the designated Shared folder to enable transparency of assessment and stats

• Request team leaders from all areas to forward their updated user list to them for quality assessment purposes.
• Loaded onto the quality measurement tool.
• Delete consultants that left the employment of Absa Insurance from the various monitoring systems for further assessments
• Record stats on their own productivity for review purposes.

• Set up and facilitate weekly and monthly meetings with the operations managers to provide feedback on trends.

• Execute assurance assignments and ad hoc requests in accordance with the Control and Monitoring plan and relevant policies, procedures, and methodology.
• Communicate the review timelines, approach, objective, and resources, as per the detailed Control and Monitoring plan, by obtaining contact information from line management for use in the Notice of Commencement communication.
• Perform assurance Control Effectiveness Evaluation (CEE) reviews (Adhoc and Contracted) by following a Combine Assurance standard and methodology which outlines the detailed procedures to be followed to provide independent assurance opinion on the effectiveness of controls - this action is limited to the compilation and completion of working papers.
• Demonstrate a good understanding of processes and controls by accurately assessing controls of the Business Unit under review and by identifying all weaknesses, requesting guidance from Review lead or manager.
• Provide accurate feedback to the Review Lead/Manager and Business Unit Management regarding control failures identified on a continuous basis, by means of verbal or written communication.
• Communicate all control weaknesses continuously to Business Unit Management in writing after a quality review has been performed by the Review lead or Manager on the work papers.
• Planning documents, fieldwork working papers and review notes to be finalised and signed-off prior to finalisation of the draft report.
• Assist in reporting identified weaknesses to Business Unit Management by populating the report template and providing input towards the Executive Summary/Conclusion of the Draft and Final report, to enable the Review Lead or Manager to finalise and distribute the Draft as well as the Final report.

• On a monthly basis, track the remediation of observations allocated, and update the Observation Tracker with a status of remediation, clearly indicating on track or off-track progress,
• Follow up to determine whether the recommended action plans have been implemented in the business unit the department, reviewing received documentation and doing spot checks.
• Conduct reviews on closed and signed off observations and obtain evidence of corrective action from business.

Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)