Quality Assurance Consultant at Santam Insurance

Key Responsibilities;

• 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 Commercial Processing Centre (CPC) 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
• Adhere to data management process needed by MIS for accurate reporting

Qualifications and Experience;

• Grade 12 Matric or Senior Certificate.
• Insurance related qualifications an advantage:
• Relevant NQF Level 4 - 30 FAIS credits (Commercial - Short Term insurance related)
• 2 - 3 years’ experience in Short-term insurance (Commercial lines).
• Good understanding of contact centre processes and SLA’s
• Coaching skills and experience
• Excellent computer literacy, particularly Intermediate Excel
• Report writing experience an advantage
• RE1/RE5 Qualification an advantage

Competencies;

• Working with people
• Deciding and Initiating Action
• Client Service Orientation
• Teamwork and Support
• Building Relationships
• Communication
• Optimizing Technology
• Problem Solving
• Delivering Quality
• Performing under Pressure
• Commercial Thinking/Awareness

Skills;

• Detail orientation
• Organisational awareness
• Process improvement skills
• Interpersonal sensitivity
• Good communication skills (verbal & written)