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: Botswana, Gaborone
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Call Centre Quality Assurance Officer
Associated Fund Administration (AFA) Botswana (Pty) Ltd, a company involved in the administration of medical aid schemes, invites applications from suitably qualified persons preferably Botswana citizens for the above positions;
Main purpose of the job
Reporting directly to the client relations coordinator, the successful applicant will facilitate ad monitor the performance of the call centre to ensure call centre agents operate at optimal efficiency. This covers inbound calls, outbound calls and other communication or contact point that members/services providers may use to interact with AFA’s administrated schemes. The position is responsible for ensuring that call centre agents perform in accordance with processes and respective scheme rules.

Qualifications, experience and competencies
The ideal candidate must have the following qualifications, experience and competencies:
• Degree in Business administration or any relevant degree
• 3-4 years training/mentoring and coaching, administration and healthcare industry experience
• Call centre quality assurance experience is essential
• Speed and accuracy
• Problem solving skills
• Good communication skills
• Product knowledge
• Management & leadership skills
• Empathetic
• Analytic skills
The company offers a competitive remuneration package commensurate with an organization of its size
Only applicants who meet the above requirements need apply giving details of qualifications and experience, and names of at least two referees. Certified copies of relevant certificates and a detailed CV must accompany applications addressed to:

The Human Resources Office
Associated Fund Administrators Botswana
P O Box 1212
Gaborone

Or
Email: recruitment@afa.co.bw
Note: AFA will only enter into correspondence with those applicants short listed for the interview.
Closing date: 11 February 2014.

Source: Botswana Guardian, 31st Jan
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