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Quality Assurance Team Lead

1 week ago

Johannesburg, Gauteng, South Africa Santam Insurance Full time
Santam Insurance Job Opportunity

The Operations – Shared Services division of Santam Broker Solutions is seeking a skilled Quality Assurance Team Leader to oversee the performance of QA Consultants in monitoring and evaluating business processes. This role will be based in Johannesburg.

Job Description

The Quality Assurance Team Leader is responsible for leading and managing a team of QA Consultants, ensuring they are equipped to succeed in their roles. Key responsibilities include:

  • Leading and developing the Operations QA teams to achieve high-quality results.
  • Developing and implementing comprehensive quality assurance processes and guidelines to maintain business standards.
  • Maintaining oversight of quality assessments across various business areas, including calls, email interactions, and customer engagements.
  • Providing feedback and coaching to QA Consultants to enhance their skills and performance.

Key Responsibilities
  1. Lead and manage individual and team performance to meet business objectives.
  2. Formulate plans and strategies for implementing quality solutions across business areas.
  3. Identify and implement opportunities to improve client engagement and overall quality of service.
  4. Monitor and report on QA metrics and trends to inform business decisions.

Qualifications and Experience
  • Matric/Grade 12 or equivalent qualification.
  • National Diploma in a related field / NQF Level 5 (Short-Term Insurance Qualification).
  • A minimum of 5 years' experience in Short-Term Insurance, preferably as a Team Leader.

Required Skills and Qualifications
  • Strong knowledge of business operations and process orientation.
  • Excellent problem-solving, communication, and conflict management skills.
  • Ability to motivate and lead a team to achieve business objectives.
  • Analytical thinking and problem-solving skills.
  • Initiative and independence, with a strong ability to self-regulate and drive results.

About Us

Santam Insurance is a leading provider of insurance solutions in South Africa. We offer a range of products and services designed to meet the needs of our customers.