Quality Assurance Consultant at Santam Insurance

What will you do?

• A position is available at Santam Shared Services: Quality Assurance for a position as a Quality Assurance Consultant in the Commercial Contact Centre (CLCC). The successful incumbent could be base in Cape Town (Bellville) or Pretoria (Menlyn).

Job purpose: 

• The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners. 
• Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Broker liaison officer, Centre of Expertise and Renewals, by conducting assessments on these roles and aligning QA processes as well as coaching in line with business strategy. 
• Support the CLCC to sustain profitable growth through effective assessments and coaching of staff. 
• Identify opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development. 
• The Quality Assuror will execute targeted audits of both live and historical interactions. 
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance, trend analysis and calibration) will also form an integral part of the job requirement. 

 
What will make you successful in this role?
Key responsibilities include: 

•     Plan and assist in conducting of regular quality and risk review procedures 
•     Accurate measurement data quality 
•     Identify improvement opportunities 
•     Provide feedback to Individuals and Leaders 
•     Implement improvement opportunities 
•     Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking 
•     Help to ensure that the CLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area 
•     Collaborate on initiatives / projects 
•     Evaluating and measuring customer satisfaction and other performance outcomes 
•     Design and develop QA templates 

Qualification and Experience 

Qualification: 

•     Matric 
•     Insurance related qualifications an advantage 
•     Relevant NQF Level 4 - 60 FAIS credits (Commercial - Short Term insurance related) 

Experience: 

•     2 – 3 years Commercial experience 
•     Good understanding of contact centre processes, systems (namely, Policy Centre, Mainframe and WebE. 
•     Coaching skills and experience
•     Previous Quality Assurance experience advantageous 
•     Excellent computer literacy, particularly Intermediate Excel 
•     Report writing experience an advantage

Skills: 

•     Attention to detail
•     Process improvement skills 
•     Interpersonal sensitivity 
•     Good communication skills (verbal & written) 
•     Proficient in English and Afrikaans 
   

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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and 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. 

Our commitment to transformation

• The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.