Quality Assessor at Sanlam Group

Who are we?

Sanlam Sky Solutions, a business unit within the Sanlam Personal Finance cluster, offers a wide range of simple and affordable financial solutions tailored for the South African entry-level market. These solutions cover needs such as funeral insurance, savings for education, life cover and personal accident plans. This business consists of 63 sales branches and 106 client care offices, conducting business through over 400 brokers and 3 700 tied agents, all dedicated to meeting the financial needs of its clients and their families.

What will you do?

• Call and email evaluations
• Audit claims, Contact Centre and policy changes processed
• Audit quality of notes on  Athena
• Monthly reporting on agent and team performance
• Weekly reports on audits/evaluations completed
• Conducting staff coaching and on-the-job training
• Handling of client complaints, queries and client escalations
• Representing Team Leaders
• Developing and improving Contact Centre, Policy Servicing and Claims operating processes and procedures

What will make you successful in this role?

• COP is an advantage
• Experience in developing and coaching staff (advantage)
• At least 3 - 5 years’ experience in Client Contact Centre or Policy Servicing environment preferable within financial sector
• Computer literacy
• MS Office & Excel
• Ability to work under pressure
• Life Insurance understanding
• System and Product knowledge

Qualification and Experience

• Grade 12 with 3 to 4 years related experience.

Knowledge and Skills

• Call monitoring and assessments
• Coaching and developing consultants
• Training
• Process management and standards alignment

Personal Attributes

• Manages conflict - Contributing independently
• Communicates effectively - Contributing independently
• Plans and aligns - Contributing independently
• Optimises work processes - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its business clusters – Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

Turnaround time

• The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.