Quality Assurance Consultant

3 days ago

Cape Town, Western Cape, South Africa Sanlam Limited Full time

A position is available at Santam Shared Services: Quality Assurance for a position as a Quality Assurance Consultant in Shared Services – Cape Town / Centurion.

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
  1. Plan and assist in conducting of regular quality and risk review procedures
  2. Provide feedback to Individuals and Leaders
  3. Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking
  4. 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
  5. Collaborate on initiatives / projects
  6. Evaluating and measuring customer satisfaction and other performance outcomes
  7. Design and develop QA templates
  8. Standard Operating Procedure (SOP) adherence
  9. Support team engagement and teamwork
Qualifications
  1. Matric / Grade 12
  2. Short term insurance related qualification (min NQF lev 4); or similar
  3. RE is advantageous
Experience and Knowledge
  1. Minimum of 3 – 5 years' experience in short term insurance, commercial lines and / or Agri assets
  2. Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE).
  3. Coaching skills and experience
  4. Previous Quality Assurance experience advantageous
  5. Excellent computer literacy, particularly Intermediate Excel
  6. Report writing experience an advantage
  7. Experience in a client service environment
  8. Experience in contact centre technology applications
  9. Good understanding of basic financial principles, e.g. profit, growth, etc.
Skills
  1. Process improvement skills
  2. Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders / clients (hybrid way of work)
  3. Time management
  4. Coaching skills
  5. Independent self-management
  6. Working with people
  7. Analytical
  8. Deciding and Initiating Action
  9. Client Service Orientation
  10. Team Work and Support
  11. Building Relationships
  12. Communication
  13. Problem Solving
  14. Delivering Quality
  15. Situational Adaptability
  16. Commercial Thinking / Awareness
#J-18808-Ljbffr

  • Quality Assurance Coordinator

    2 days ago

    Cape Town, Western Cape, South Africa Quality Crates Manufacturers Full time

    Quality Crates Manufacturers is seeking a Quality Assurance Coordinator to join our team. As a key member of our production team, you will play a vital role in ensuring the quality of our products and services. Your responsibility will be to enforce adherence to standard operating procedures, conduct regular systems checks, and ensure all products meet...

  • Quality Assurance Specialist

    1 day ago

    Cape Town, Western Cape, South Africa Set Consulting Full time

    Job OverviewWe are seeking a highly skilled Quality Assurance Technologist to join our team at Set Consulting. As a key member of our QA department, you will be responsible for ensuring compliance with various food safety systems and international certification bodies.

  • Quality Assurance Leader

    3 days ago

    Cape Town, Western Cape, South Africa C40 Cities Full time

    As a key member of the C40 Cities team, you will be responsible for leading and coordinating testing efforts across our IT projects. The ideal candidate will have experience in implementing risk-based approaches to quality assurance and working closely with cross-functional teams.Key ResponsibilitiesStrategic Quality PlanningA comprehensive approach to...

  • Quality Assurance

    3 days ago

    Cape Town, Western Cape, South Africa Surgo HR & Training Full time

    Overview:Our client, a prominent BPO based at Airport Industria, Cape Town is recruiting for a skilled Quality Assurance Agent (German Speaking) to join their team.The Quality Assurance Agent - German role is responsible for monitoring and evaluating the quality of customer service interactions to ensure adherence to company standards and regulatory...

  • Software Quality Assurance Expert

    6 days ago

    Cape Town, Western Cape, South Africa iOCO Full time

    At iOCO, we are seeking a seasoned Software Quality Assurance Expert to lead our testing efforts across various technology projects. This role involves implementing a risk-based approach to quality assurance, working closely with cross-functional teams to ensure high-quality project deliverables.Key ResponsibilitiesDevelop and implement comprehensive quality...

  • Quality Assurance Manager

    3 days ago

    Cape Town, Western Cape, South Africa Dimension Data Full time

    We're seeking a Quality Assurance Manager to lead our quality assurance efforts and ensure that our products meet the highest standards of quality.In this role, you'll be responsible for developing and implementing quality assurance strategies, managing testing teams, and collaborating with cross-functional teams to deliver high-quality products.As a Quality...

  • Quality Assurance Expert

    3 days ago

    Cape Town, Western Cape, South Africa Gap Consulting Full time

    Elevate your career by joining Gap Consulting as we seek a seasoned Quality Manager. Your expertise will play a vital role in shaping our quality assurance system.Job Summary :We are looking for a highly skilled Quality Manager with a minimum of 5 years of experience in high-volume manufacturing environments, particularly in the automotive industry. A...

  • Quality Assurance Lead

    2 days ago

    Cape Town, Western Cape, South Africa Tumaini Consulting Full time

    At Tumaini Consulting, we are seeking a highly skilled Lead QA Engineer to drive our software quality assurance efforts. This role involves leading and mentoring a team of QA engineers, driving the adoption of automation best practices, and ensuring high-quality software delivery.The successful candidate will have expertise in automation tools (Cypress,...

  • Quality Assurance Director

    6 days ago

    Cape Town, Western Cape, South Africa Old Mutual South Africa Full time

    Old Mutual South Africa is looking for a highly skilled Quality Assurance Director to lead our Quality Assurance team. As a Quality Assurance Director, you will be responsible for developing and implementing quality assurance strategies that align with business objectives. You will work closely with cross-functional teams to identify quality requirements,...

  • Senior Quality Assurance Manager

    3 days ago

    Cape Town, Western Cape, South Africa Hustle Consulting (Pty) Ltd Full time

    Hustle Consulting (Pty) Ltd is seeking a highly skilled Senior Software QA Engineer to join their team.About the RoleThis Senior Software QA Engineer will be responsible for maintaining the high quality of the company's software. Key duties include defining, monitoring and improving upon the Quality Assurance process and practices.ResponsibilitiesMaintain...

  • Quality Assurance Analyst

    14 hours ago

    Cape Town, Western Cape, South Africa The Rank Group Full time

    Job title : Quality Assurance AnalystJob Location : Western Cape, Cape TownDeadline : April 24, 2025Quick Recommended LinksJobs by Location Job by industries Job DescriptionOur Quality Assurance Analysts are dedicated to ensuring the quality of all software developed by our teams. With daily releases and varying QA approaches across projects, we employ a...

  • Innovation Testing and Quality Assurance

    6 days ago

    Cape Town, Western Cape, South Africa iOCO Full time

    We are looking for a talented Innovation Testing and Quality Assurance professional to join our team and contribute to the delivery of high-quality innovation projects. This role requires strong technical skills, excellent communication, and the ability to work collaboratively with cross-functional teams.ResponsibilitiesDevelop and implement a comprehensive...

  • Quality Assurance Lead

    6 days ago

    Cape Town, Western Cape, South Africa SkillsMap Full time

    We are seeking a Quality Assurance Lead to join our Quality Assurance team at SkillsMap. This individual will be responsible for leading our Quality Assurance efforts and ensuring the high-quality delivery of software products to our customers.ResponsibilitiesDevelop and maintain robust testing frameworks to support comprehensive test coverage.Showcase work...

  • Quality Assurance Specialist

    4 days ago

    Cape Town, Western Cape, South Africa WNS Full time

    Quality Assurance RoleWe are looking for a Quality Assurance Specialist to join our team at WNS Cape Town.About WNS:WNS (Holdings) Limited is a global Business Process Management (BPM) leader. We offer business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals.Job Description:The successful...

  • Senior Quality Assurance Engineer

    6 days ago

    Cape Town, Western Cape, South Africa Mindworx Consulting Full time

    Job DescriptionWe are seeking a highly skilled Senior Software Quality Engineer to join our dynamic team at Mindworx Consulting. The ideal candidate will have a deep understanding of real-time clearance, electronic funds transfer (EFT), rapid payment programs, EFT collections, Debicheck collections, and a comprehensive knowledge of payments standards...

  • Test / Quality Assurance Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa IOCO Full time

    We are seeking an experienced Test/ Quality Assurance Manager to lead and coordinate testing efforts across our clients' Technology and Innovation deliverables. The ideal person will implement a risk-based approach to quality assurance, working closely with Business Analysts, Consultants, Developers, Project Managers, and business users to ensure...

  • Test / Quality Assurance Manager

    7 days ago

    Cape Town, Western Cape, South Africa IOCO Full time

    We are seeking an experienced Test/ Quality Assurance Manager to lead and coordinate testing efforts across our clients' Technology and Innovation deliverables. The ideal person will implement a risk-based approach to quality assurance, working closely with Business Analysts, Consultants, Developers, Project Managers, and business users to ensure...

  • Quality Assurance Professional

    1 day ago

    Cape Town, Western Cape, South Africa Safety SA Full time

    About the RoleWe are seeking a Quality Assurance Professional to join our team at SafetySA. The successful candidate will have a strong background in quality assurance and a passion for ensuring high standards in the food industry.Key Responsibilities:Audit food establishments to ensure compliance with quality standards.Develop and implement effective...

  • Quality Assurance Specialist

    6 days ago

    Cape Town, Western Cape, South Africa F&M Staff Solutions (Pty) Ltd Full time

    Job Title: Quality Assurance SpecialistWe are seeking a highly skilled Quality Assurance Specialist to join our team at F&M Staff Solutions (Pty) Ltd.The ideal candidate will have specific experience in quality control of inbound stock and tools in mechanical and electronic manufacturing, as well as quality control of received tools & equipment, especially...

  • Senior Quality Assurance Manager

    21 hours ago

    Cape Town, Western Cape, South Africa Tumaini Consulting Full time

    **About Us**Tumaini Consulting is a dynamic and innovative company that specializes in providing top-notch quality assurance services. We are committed to delivering exceptional results and building long-term relationships with our clients. As a key member of our team, you will play a vital role in shaping our QA strategy and driving business growth.**Job...