Quality Assurance Consultant

5 months ago

Johannesburg, South Africa Santam Full time

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 and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
**Job Description**:
The Quality Assurance Consultant is responsible for Assessing and evaluating the interactions between customer service agents and Santam clients, provide coaching to consultants, escalate urgently to management issues that require urgent remedy and attention, assist the team to further the improvement of the QA processes and procedures, provide adequate support to the First line manager, Shared services MIS team in lieu of accurate reporting
Key Responsibilities
- Adhere to daily assessment, coaching and calibration productivity targets
- Maintain regular service error register and SOP adherence
- Provide assessment feedback to customer service agents and FLMs
- Improve the client service agents performance through effective coaching
- Supporting business with the implementation of quality controls and measurements
- Support team engagement and team work
- Identify QA system and process improvement opportunities
- Adhere to data management process needed by MIS for accurate reporting

Qualifications and Experience
- Grade 12 Matric or Senior Certificate.
- Degree or National Diploma (NQF 6) an advantage
- Insurance related qualifications an advantage:

- At least 2 years’ experience in Short-term insurance - Commercial lines.
- Quality assurance experience an advantage
- FAIS compliant an advantage
- RE5 Qualification an advantage

Competencies
- Communication
- Team work and support
- Commercial thinking
- Client focus
- Decision making
- Building relationships
- Continuous learning
- Problem solving
- Emotional intelligence Skills
- Computer literacy (MS Office),
- Knowledge on Avaya
- Policy Centre system and Mainframe.
- knowledge of Short-term Insurance
- Knowledge of call centre function and operations (telephony, workforce management and metrics)
- Good communication skills (verbal & written)
- Detail orientation (attention to detail)
- Interpersonal orientation

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 of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Turnaround time
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

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