Gerda Maritz Email & Phone Number

Cape Town Area, South Africa

Job Description / Responsibilities:•Assess and monitor the quality of the complete client experience - from initial interaction to completion of service requests and instructions (i.e. all telephone, e-mail, fax interactions.) according to set standards•Do the data mining, collate all the relevant data and analyse the data in terms of the agreed standards • Provide monthly Service Quality reports to Team Coordinators regarding the development and performance of their teams•Responsible for the Evaluation form and Reports design using on the NICE system.•Provide monthly individual coaching reports to Team Coordinators regarding coaching discussions with consultants•Identify any training needs and recommend appropriate interventions to Team Coordinators and Managers•Suggest ways of improve client service by reporting on trends and service failures• Ongoing assessment and monitoring the effectiveness of training, mentoring and coaching of existing and new staff•Facilitate Service Quality Workshops for new consultants•Monitor and audit the quality and quantity of designated processes & procedures within the Service Quality Team•Produce weekly and monthly quality reports which reflect client service levels

Cape Town Area, South Africa

Job Description / Responsibilities:• Facilitate training of Offshore and domestic Collective Investment Schemes, Life and Retirement product training, FICA and FAIS•Design User Guides and assessments•Develop, compile and maintain training manuals and support materials. •Schedule and arrange training interventions•Quality assurance of the training material•Manage the Retail monthly assessments process.

Cape Town Area, South Africa

Position: Quality Assessor (Call Center)Duration: 2 yearsJob Description / Responsibilities: •Quality assurance administrator•Quality assurance of all telephone calls and written correspondence•Creating and conducting the monthly assessment•Coaching and training of client service staff•Reporting on all quality assurance interventions

Bellville

Job Description / Responsibilities: •Responsible for managing a team of 10 Life administrators•Ensures daily processing complies to all appropriate product and legislative rules and requirements•Manages performance•Builds and manages external and internal client relationships

Cape Town

Position: Administrative Head, Cape Town Broker ServicesDuration: 4 yearsJob Description / Responsibilities: •Responsible for managing a team of 6 -8 consultants•Supporting the broker consultants•Drawing up quotes•New Business administration and capturing•Following up on queries•New Business administration and capturing•Assisting the regional managers with salary queries and promotions•Administration and capturing of commission payments

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