Field Marketing Quality Controller

Legal Expenses Insurance South Africa Limited (Leza / Scorpion); Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading insurance provider in South Africa seeks a Field Marketing Quality Controller to support the Field Marketing department. The role involves handling complaints, overseeing quality assurance processes, and ensuring proper training on the sales app. The ideal candidate should have strong administrative and complaint handling skills and be detail-oriented. This permanent position is based in Johannesburg.

Qualifications

• Proficient in handling complaints and issues effectively.
• Skilled in administrative tasks and reporting.
• Experience in quality assurance processes.

Responsibilities

• Attend to complaints and provide management insights.
• Oversee refund authorization processes.
• Compile management handling and refunds.

Skills

Complaint handling

Admin duties

Training

Quality assurance

Job description

DETAILS OF THE VACANCY

Job Title Field Marketing Quality Controller
Location Johannesburg
Salary Grade Controller
Reporting to Field Sales Admin Manager
Reporting staff None
Type of Position Permanent
Working hours Mondays to Fridays from 08h00 – 16h30
Alternate Saturdays from 09h00 – 12h30

PURPOSE OF THE POSITION AND KEY RESPONSIBILITIES

The purpose of this position is to provide a complete support function to the Field Marketing department, assisting with all administrative duties associated with the position.

Key Responsibilities include, but are not limited to the following:

• Field Marketing Complaints Handling: Attend to and investigate all field marketing complaints, which includes engaging with clients, gathering feedback from the field team, and providing management with insights to aid decision-making.
• Oversee the refund process for all complaints by obtaining management authorization and finalizing the refund process for complainants.
• Compile comprehensive management handling and refunds.
• Issues of Notices of breach to ICs, inline with our control measures.
• Maintenance and training of Field Marketing Sales app on tablets.
• Ensure that all ICs are fully trained to successfully capture applications via the sales app.
• Handle all admin related matters on the tablet such as new users access, transfer of users, login details and authentication, system downloads.
• Recon monthly tablet stock and account for said movements within the regions.
• Handling of all Field Marketing queries as it relates to tablet and sales app.
• New Business Quality Checks: To quality assure all incoming field sales business submitted by sales teams from various branches to ensure the accuracy and completeness of the information.
• To liaise with clients for clarity and/or obtain any missing information to complete the joining membership process.
• To compile and maintain detailed records of all quality control activities, including any issues identified and action taken.
• To assess the completion of all digital and paper applications as submitted by the Field Sales teams.
• To conduct a verification process of the new members telephonically.
• To conduct customer surveys as and when required.
• To attend to all exception reporting within set timelines.
• To attend to standard business checks via WhatsApp and/or email.
• Compile relevant reports and other admin duties for the business.