Quality Assurance - Team Leader at Santam Insurance

Job Description

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.

Skills

• Computer literate (MS Office package).
• Santam’s operating systems, process orientation/background
• Avaya QM.
• CRM.
• Report writing (trend analysis).
• Excellent problem-solving and communication skills. 
• Strong financial and statistical acumen.
• Change management skills 
• Conflict management and negotiation skills
• Performance management skills
• Coaching skills (goal setting)
• Relationship building skills
• Project management
• Continuous improvement skills (innovation)

Competencies

• Strong knowledge of sales and client services principles.
• Excellent communication and interpersonal skills.
• Ability to motivate and lead a team.
• Analytical thinking and problem solving.
• Initiative and independence.