Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. Santam is a subsidiary of Sanlam Limited and has been listed ...
The Quality Assurance (QA) Team Leader is responsible for leading and managing a team of QA Consultants in monitoring and evaluating the performance of consultants within the Operations contact centre.
They will also be responsible for coaching to their team, developing and implementing comprehensive QA processes and guidelines, conducting regular quality assessments, reporting on Quality trends and providing feedback. The role will report to the Head of Shared Services division in Operations.
The Team leader will be responsible for formulating plans and strategies for the implementation of QA solutions in the Operations business areas to check and maintain the quality of work against business standards which leads to a positive client experience.
Key responsibilities
Manage, lead and develop the Operations QA teams
Develop and implement comprehensive QA processes and guidelines.
Conduct regular monitoring and oversight of quality assessments of calls, email interactions, and other customer interactions.
Identify areas for improvement and provide feedback, coaching to the QA consultants.
To manage individual and team performance
Managing relationships between all Operations channels, Broker Services and other internal stakeholders’ dependent on the outputs of reporting
Identify and implement automation opportunities across the reporting channels
Keeping up to date with the process changes in Operations.
Implementation of QA methodology to all teams.
Implementing world class QA criteria measures
Reporting on QA activities
Ensure that Consultants are well-equipped to succeed.
Track and report on QA metrics
Identify and implement opportunities to improve the quality of client engagement.
To create a climate for team to deliver their outputs.
Qualifications and Experience
Matric/ Grade 12.
National Diploma in a related field / NQF Level 5 (Short-Term Insurance Qualification).
Minimum 5 years’ experience in Short-Term Insurance.
Preferably a minimum of 3 years’ experience as a Team Leader.
20 Initiatives to Boost Employee EngagementAre you struggling with improving employee engagement at work? This article covers everything from better communication to building a strong workplace culture.
30 Common Interview Mistakes to AvoidThis piece examines 30 of the most common mistakes applicants make at interviews, so you know how to better avoid them.
Gmail
Yahoomail