Quality Assurance Consultant

Stay safe online. Now more than ever, it's important to be cybersafe. See Santam's tips to keep you safe online. Learn more. A position is available in Santam Motor Support: Quality Assurance (JHB, Hill On Empire) for a Quality Assurance Consultant. WHAT WILL YOU DO The Quality Assurance Consultant monitors and analyses interactions between agents and customers to provide feedback to employees and managers on adherence to policies, procedures, and customer experience, while maintaining relationships with business partners. Quality Assurance supports the business (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC) by aligning QA processes and coaching with business strategy. The role involves identifying opportunities for assessments and staff coaching for training or process improvement, facilitating employee development. The QA will execute assessments of both live and historical interactions. Process improvement initiatives, qualitative and quantitative reporting (daily, weekly, monthly performance, trend analysis, and calibration) are also key responsibilities. WHAT WILL MAKE YOU SUCCESSFUL Plan and assist in conducting regular quality and risk review procedures Accurately measure call and data quality Provide feedback to individuals and leaders Stay updated on internal and external developments to ensure advice is appropriate and forward-looking Ensure the Motor Claims area complies with relevant regulatory and legal requirements, promoting awareness throughout this area Collaborate on initiatives and projects Evaluate and measure customer satisfaction and other performance outcomes Design and develop QA templates Complete evaluation and moderation of business processes and SOPs QUALIFICATIONS AND EXPERIENCE Qualification: Matric Insurance-related qualifications are advantageous Relevant NQF Level 4 - FAIS 30 credits (advantage) Relevant NQF Level 5 - ETDP 50 credits (advantage) Experience: Minimum 5 years in Short Term Insurance Claims Good understanding of contact centre processes and SLAs Good understanding of motor claims process Coaching skills and experience Excellent computer literacy, especially intermediate Excel Report writing experience (advantage) SKILLS Attention to detail Organizational awareness Process improvement skills Interpersonal sensitivity Proficiency in English and Afrikaans COMPETENCIES Working with people Deciding and initiating action Client service orientation Teamwork and support Building relationships Communication Problem solving Delivering quality Enabling innovation ABOUT THE COMPANY Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company. Based in South Africa, we are rapidly expanding into emerging markets in Africa and Asia. Our success is rooted in our passion for clients, and everything we do is centered on delivering Insurance Good and Proper. We value people—whether permanent or temporary employees—and are committed to transformation and diversity. We aim for a workplace that reflects societal demographics, giving preference to applicants from designated groups in line with employment equity targets. Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format to santam.co.za. Please share this vacancy with qualified individuals. Our recruitment process Onboarding Ensure all your documents are received to be added to our payroll system. Recruitment Steps Vacancies are advertised for 3-5 days depending on skill availability. Screening may take a few days depending on volume and role complexity. Longlisted candidates are reviewed by the hiring manager for the next stage. Telephonic screening Candidates may be contacted for a brief interview to clarify details. Your interview We use a competency-based interview. Confirmed via email, during which you'll meet the panel and explain your skills. Remain calm and confident—this is your opportunity to showcase your fit for the role. Assessment If suitable, you may be invited for psychometric testing and employment checks to validate your credentials. Further interviews There may be a second interview with the Head of Department, with additional interviews as needed. Prepare to present your best self again. Final onboarding Ensure all documents are submitted to complete your onboarding onto our payroll system. Additional notes Vacancy advertisements and recruitment steps are repeated for clarity. We also provide tips and tricks for interview preparation. Santam has been recognized by the Top Employers Institute as a Top Employer 2025 for excellence in people practices, achieving this accolade for nine consecutive years. #J-18808-Ljbffr