Quality Associate

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

Sagicor Group Jamaica Limited is seeking a suitable candidate to join our Group Client Support team in the capacity of:

Quality Associate

Perform accurate assessments of each Client Support Associate’s quality levels, via all contact points for the department through standardized and timely quality reviews.

Be responsible for ensuring data collection and data display techniques for all quality improvement initiatives are executed while updating the team on company information.

Work alongside the training team to ensure that development areas for training are highlighted and executed.

Location: Kingston

As a Quality Associate, you will:

• Drive quality improvement within the Client Support Department, through exceptional client contact, accuracy and meeting/ exceeding corporate and departmental performance standards through improving processes and eliminating errors.
• Conduct daily quality reviews on calls for Client Support Associates and Trainees, using available technology and other methods, to include statistical sampling, individual sampling and trainee quality reviews.
• Collect and display data for quality improvement initiatives within the department.
• Monitor all contact channels for Client Support team members by utilizing call monitoring system/ software.
• Communicate the results of all call monitoring and quality reviews in the form of management reports, within specified timeframes.
• Analyze routinely the quality results of channel monitoring to report error trends.
• Identify root causes of errors and opportunities for defect reduction.
• Analyze and develop overall improvement plans using information from client surveys and complaints, error/ defect reports, channel reports and quality results.
• Provide formal and informal performance feedback to individuals and the department.
• Assist the management team in guiding team members’ development through career progression.
• Maintain/ improve proficiency of competencies related to quality review areas.
• Perform other job-related duties assigned from time to time.

What do you need?

• Associate degree or higher in a Customer Service related discipline from a recognized tertiary institution.
• At least two (2) years’ experience leading a team and/or project management exposure
• Customer service background.
• Strong written and verbal communication, planning, organizational and negotiation skills.
• Strong problem solving, analytical and mathematical skills with attention to detail and quality focused.
• Strong interpersonal and coaching/motivational skills at both the individual and team level.
• Strong knowledge of computer software applications including Microsoft Word and Excel. (Knowledge of reporting software is preferred but not required).

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than November 15, 2024.

While we appreciate all applications, only shortlisted candidates will be contacted.