Quality Assurance

3 weeks ago

Tygervalley, South Africa Sanlam Full time

Who are we?
Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients’ investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier. What will you do?
Under general supervision responsible for a combination of sales and customer service, both pro-active and re-active. Duties include cross-selling to clients as well as nurturing the client relationship. A knowledge/background of credit, finance would be advantageous in the job. Good interpersonal skills are essential for the success of this position. What will make you successful in this role?
Job purpose
The Quality Assurance Specialist will be responsible for the improvement of knowledge and skill by means of a quality assurance process and coaching in the Communication Centre.
Key outcomes
The following outcomes will be expected to be achieved by the Communication Centre: Quality Assurance
- Implementation of quality assurance best practices, processes and procedures and standards
- Results orientated coaching to improve client experience
- Analyse, facilitate and co-ordinate continual feedback to consultants and /management
- Compile individual performance reports, recording all feedback to consultants
- Review the standards that are measured and suggest improvements of the standards to management
- Identify training and development needs of individuals and liaise with support managers to ensure these gaps are addressed
- Provide input into projects to improve customer experience when required
- Facilitate team workshops on quality and soft skills

Qualifications and experience
- Grade 12/Matric
- Relevant financial qualification will be a recommendation as well as 3 years’ experience in an investment environment
- Previous Coaching experience
- Knowledge of Quality Assurance best practices in a Call Centre environment will be an advantage
- Knowledge of Glacier products and processes

Competencies
- Treating Customers Fairly
- Exceptional Communication skills - Written & Verbal (English and Afrikaans)
- Contributing to Team Success
- Leadership
- Coaching
- Decision Making skills
- Initiative
- Information Monitoring
- Relationship Building skills
- Attention to Detail

Attributes
- Positive, enthusiastic attitude
- Teamwork
- Ability to thrive under pressure
- Honesty, integrity and respect
- Ability to lead change

Qualification and Experience Grade 12 with 3 to 4 years related experience. Knowledge and Skills Financial advice and support Assist with production target achievement Compliance Partnership and network building Personal Attributes Business insight - Contributing independently Communicates effectively - Contributing independently Action orientated - Contributing independently Plans and aligns - Contributing independently 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. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

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