Quality Assurance Consultant

3 months ago

Johannesburg, South Africa Sanlam Full time

CAREER OPPORTUNITY- This opportunity is available at Non-Motor Front Office Quality Department for a Quality Assurance Consultant based in Parktown.- WHAT WILL YOU DO?- This job functions as a professional specialist and the successful incumbent will be responsible for advising and assisting Non-Motor SOS Agents with registration quality and provide them with specialist technical support. The Quality Assurance Consultant will also be responsible for deep dives, identifying trends in order to improve the business and do Evaluations on Agents calls.- WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?**KEY RESPONSIBILITIES**
- Plan and assist in conducting and reviewing accurate and objective quality evaluations
- Qualitative and quantitative reporting (daily, weekly, monthly performance and trend analysis) forms a vital part of the job requirement.
- Ability to transcribe calls.
- Ability to search and send calls for claim purposes
- Ability to work on your own independently
- Ability to Identify that there are improvement areas
- Ability to provide a professional report in Identifying these improvement areas
- Provide feedback to Individuals and Leaders; including executive leaders.
- Reduce risks against Santam by reviewing service provider reports (like Europ Assist)
- Knowledge sharing and providing clarity with regards to any new industry regulations and guidelines
- Ability to support front office.
- Claims Knowledge
- Claims Systems Knowledge (Claims Centre, Mainframe, ICE)
- Consistent Quality Performance and Empathy on your calls
- Being unbiased
- Being in line with the Santam Values (Integrity, Excellence Humanity, Innovation and Passion)
- Ability to manage the quality and complaints mailboxes.

**QUALIFICATIONS AND EXPERIENCE**
- Matric
- Higher Grade or Pure Mathematics (Advantageous)
- Mnium 4 years’ experience in Call Centre
- Microsoft Excel (Advantageous)
- Quality Assurer Certification (Advantageous)

**KNOWLEDGE AND SKILLS**
- Good communication skills (verbal and written)
- Information seeking
- Attention to detail
- Solution oriented
- Computer literate (MS Word, Excel and PowerPoint)
- Proficiency in Claims Center, BPM, Mainframe, ICE Etc.
- Ability to work under pressure
- Negotiating skills

**PERSONAL ATTRIBUTES**
- Client Service Orientation
- Analytical Thinking
- Informational Seeking
- Flexibility
- Initiative
- Ability to keep confidentiality
- Ability to handle complaints
- Emotional Intelligence

**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. Everything we do is centered on delivering Insurance Good and Proper. We are 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 employees.- 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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