Icebolethu Group is an Authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. Winner of the Standard Bank KZN - Top Brand award for 2022 provides a centre of excellence and a leading provider of dignified burial solutions.
The Quality Assurance Agent to perform tasks supporting the Call Centre to oversee the day-to-day performance of employees to ensure the team’s efficiency through monitoring service and sales calls to assess quality of incoming and outgoing calls, employee demeanour, accuracy, performance and conformity to compliance and company policies and procedures.
Duties & Responsibilities
• To ensure that a high level of customer service within the area of
responsibility.
• Interact with agents and team leaders daily/weekly/monthly giving feedback
on client’s needs & expectations.
• Provides feedback to team leader.
• Offer daily feedback via verbal & written communication.
• Provide feedback on customer insight through surveys.
• Drive customer satisfaction strategies.
• Provides feedback to team leader.
• Implement compliance, guidance and policies to report incidents or
circumstances which may give rise to unwarranted claims.
• Minimise potential risks that would give rise to fines.
• Sign up for development initiatives or work related skill, training or
qualification.• Maintaining good working environment by building a healthy working
relationship with co-workers.
• Assist new hires such that they are productive on the floor.
• Implement remedial plans to address negative floor sentiment.
• Meet and exceed stipulated targets as per Departmental Performance Plan
and Balance Score Cards.
• Ensure strict adherence to company policies, procedures, systems and
processes.
• Maintain thorough knowledge and understating of products, including
performance and functional requirements of call centre.
• Ensure commitment to FIAS and FSCA requirements
Desired Experience & Qualification
• Grade 12
• Computer Certificate
• RE1/RE5 (Advantageous)
• Minimum of 1-2 years in customer service
• Computer literacy in Ms Suite Office
• Have strong communication and organizational skills
• Attention to detail and exceptional listening skills
• Strong knowledge of customer care processes
• Honestly and Integrity
• Excellent Decision making
• Administrative skills
Package & Remuneration
Market related.
ICEBOLETHU EMBRACES THE PRINCIPLES OF THE EMPLOYMENT EQUITY ACT
We are an Equal Opportunity Employer committed to creating a diverse and inclusive company culture. White, Coloured and Indian candidates are encouraged to apply.
(NB: Applications with no clarification for the position i.e. (Reference
Number/Job Title and Province) being applied for will not be considered).
Closing Date: 17 April 2026
Email: internalrecruitment@icebolethu.co.za
PLEASE SPECIFY ON THE EMAIL SUBJECT.
Please note that only shortlisted candidates will be contacted. If you don’t hear
from us within 2 weeks after the closing date, please accept that your
application was unsuccessful