Quality Assurance Consultant

Job Opportunity Santam Broker Solutions: Operations – Shared Services is offering a Quality Assurance Consultant role based in Cape Town / Johannesburg. Job Purpose The Quality Assurance Consultant monitors and analyzes agents-customer interactions to provide feedback on adherence to policies, procedures and customer experience, while maintaining relationships with business partners. Supports operations across skillsets such as Policy Maintenance, Issuance of new business, Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, through evaluations and aligning QA processes and coaching. Supports the CLCC to sustain profitable growth through effective evaluations and coaching of staff. Identifies opportunities for evaluations, self‑evaluations and coaching to foster training or process improvement. Executes targeted audits of live and historical interactions. Conducts Quality Information Sessions with agents as required. Provides qualitative and quantitative reporting (daily, weekly, monthly) of performance and trends. Adheres to the calibration process to ensure alignment and consistency across the team. Stays current on all Standard Operating Procedures in the CLCC and highlights process improvement opportunities. Key Responsibilities Plan and assist in conducting regular quality and risk review procedures. Accurately measure data quality. Identify improvement opportunities. Provide feedback to individuals and leaders. Implement improvement opportunities. Keep up to date on internal and external developments and practices to ensure appropriate and forward‑looking input and advice. Ensure CLCC operates in accordance with relevant regulatory and legal requirements and promote awareness. Collaborate on initiatives and projects. Evaluate and measure customer satisfaction and other performance outcomes. Design and develop QA templates. Ensure SOP adherence. Support team engagement and teamwork. Qualifications Matric / Grade 12. Short‑term insurance related qualification (min NQF level 4) or similar. RE is advantageous. Experience and Knowledge 3–5 years of experience in short‑term insurance, commercial lines and/or agri assets. Understanding of contact centre processes, systems (Policy Centre, Avaya, USD, NQR, Mainframe, WebE). Coaching skills and experience. Previous QA experience is advantageous. Excellent computer literacy, especially intermediate Excel. Report‑writing experience an advantage. Experience in a client‑service environment. Experience in contact centre technology applications. Basic financial principles knowledge (profit, growth, etc.). Understanding of contact centre processes and SLAs. Skills Attention to detail. Process improvement skills. Excellent interpersonal skills (collaborating with internal colleagues and external stakeholders/clients – hybrid work). Time management. Coaching skills. Good verbal & written communication in business language. Underwriting skill. Independent self‑management. Competencies Working with people. Analytical. Emotional intelligence. Deciding and initiating action. Client service orientation. Teamwork and support. Building relationships. Communication. Optimizing technology. Problem solving. Delivering quality. Performing under pressure. Continuous learning. Situational adaptability. Commercial thinking / awareness. Build a successful career with us We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development, and your aspirations. We pride ourselves in helping our employees realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, and MiWay – the group provides many opportunities for growth and development. Turnaround time The short‑listing process will start once the application due date has been reached. The time taken to complete this process will depend on your progress and manager availability. Our commitment to transformation Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia. Santam serves 1 million+ policyholders, including 80 of the Top 100 companies listed on the JSE. We are dedicated to offering peace of mind so that clients can focus on living in the moment, not worrying about the unexpected. Equal Opportunity Employer Santam is committed to diversity, inclusion, and belonging. As an equal‑opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro‑inclusivity and fostering a workplace where everyone can thrive. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Quality Assurance Apply now Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom #J-18808-Ljbffr