Specialist: Quality Assurance

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Recruitment Process:

1. TA Interview: This will be a discussion with a member of the Talent Acquisition Team to give you an understanding of our business, our culture & values and more context on the role. It will also allow the opportunity to get to know you more and ensure OMI can meet your career aspirations.

2. Panel Interview: This will be with 2 members of the Senior Leadership of the Hiring Team and 1 member of the HC Leadership Team.

3. Technical & Psychometric Assessments: These will depend on the role and will sometimes happen concurrently with MIE & Internal Verification.

4. Final Feedback.

All About OMI:

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Please note that, unfortunately, we cannot accept any applications after the closing date.

Responsibilities:

1. Provides specialist support to high volumes of customers, handling complex queries.
2. Provides expert product and service knowledge that may lead to large sales generation.
3. Lead teams that deliver product/service information; adhere to predefined messaging/positioning of product/service.
4. Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
5. Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.
6. Develop and implement a relationship management plan for potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization.
7. Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.
8. Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer.
9. Help drive customer renewals through exceptional service, supporting the sales teams as required.
10. Identify instances of noncompliance with the organization's policies and procedures and report these instances.
11. Develop own capabilities by participating in assessment and development planning activities.

Skills:

• Consultative Selling
• Customer Complaint Management
• Customer Feedback Management
• Customer Relationship Management (CRM) Software
• Customer Service
• Data Management
• Identifying Sales Opportunities
• Strengthening Customer Relationships
• Upselling

Competencies:

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Directs Work
• Interpersonal Savvy
• Manages Complexity

Education:

Bachelor Commerce: Business Administration (Required), NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent.

Closing Date: 28 February 2025, 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail.