Quality Assurance Consultant at Santam Insurance

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, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations 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 evaluations and coaching of staff. 
• Identify opportunities for evaluations, guided self-evaluations and coaching of staff for training or process improvement while facilitating employee development. 
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions. 
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement. 
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

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 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
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar  
• RE is advantageous

Experience and Knowledge

• Minimum of 3 – 5 years’ experience in short term insurance, commercial lines and/or Agri assets  
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE). 
• Coaching skills and experience
• Previous Quality Assurance experience advantageous 
• Excellent computer literacy, particularly Intermediate Excel 
• Report writing experience an advantage
• Experience in a client service environment 
• Experience in contact centre technology applications 
• Good understanding of basic financial principles, e.g. profit, growth, etc. 
• Good understanding of contact centre processes and SLA’s  

Skills

• Attention to detail
• Process improvement skills 
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients (hybrid way of work) 
• Time management
• Coaching skills
• Good communication skills (verbal & written in business language) 
• Underwriting skill 
• Independent self-management