Quality Assurance Team Leader at Santam Insurance

Key Responsibilities:

• Lead and manage a team of QA consultants.
• 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.
• Collaborate with campaign managers and trainers to develop and update training materials.
• Ensure that Advisers are well-equipped to succeed.
• Track and report on QA metrics
• Stay up to date on industry trends and regulations.
• Identify and implement opportunities to improve the quality of client engagement.

Qualifications and Experience

• Matric/ Grade 12.
• National Diploma in a related field.
• RE 5 Certificate. 
• NQF Level 5 (Short-Term Insurance Qualification).
• Minimum 5 years’ experience in short-term insurance Personal and Commercial lines.
• Preferably a minimum of 3 years’ experience as a Team Leader.