Quality Assurance Team Manager

11 hours ago

Johannesburg, Gauteng, South Africa Sanlam Full time
Job Title: Quality Assurance Team Manager

Santam Broker Solutions: Operations – Shared Services has a position available for a Quality Assurance Team Manager. The position will be based in Park town, Johannesburg.

Job Description

The Quality Assurance Team Manager is responsible for leading and managing a team of QA Consultants in monitoring and evaluating the performance of consultants within the Operations contact centre. They will also be responsible for coaching to their team, developing and implementing comprehensive QA processes and guidelines, conducting regular quality assessments, reporting on Quality trends and providing feedback.

The Team leader will be responsible for formulating plans and strategies for the implementation of QA solutions in the Operations business areas to check and maintain the quality of work against business standards which leads to a positive client experience.

Key Responsibilities
  • Manage, lead and develop the Operations QA teams
  • Develop and implement comprehensive QA processes and guidelines.
  • Conduct regular monitoring and oversight of quality assessments of calls, email interactions, and other customer interactions.
  • Identify areas for improvement and provide feedback, coaching to the QA consultants.
  • Manage individual and team performance
  • Manage relationships between all Operations channels, Broker Services and other internal stakeholders' dependent on the outputs of reporting
  • Identify and implement automation opportunities across the reporting channels
  • Keep up to date with the process changes in Operations.
  • Implementation of QA methodology to all teams.
  • Implementing world class QA criteria measures
  • Reporting on QA activities
  • Ensure that Consultants are well-equipped to succeed.
  • Track and report on QA metrics
  • Identify and implement opportunities to improve the quality of client engagement.
  • Create a climate for team to deliver their outputs.
Qualifications and Experience
  • Matric/ Grade 12.
  • National Diploma in a related field / NQF Level 5 (Short-Term Insurance Qualification).
  • Minimum 5 years' experience in Short-Term Insurance.
  • Preferably a minimum of 3 years' experience as a Team Leader.
Skills
  • Computer literate (MS Office package).
  • Santam's operating systems, process orientation/background
  • Avaya QM.
  • CRM.
  • Report writing (trend analysis).
  • Excellent problem-solving and communication skills.
  • Strong financial and statistical acumen.
  • Change management skills
  • Conflict management and negotiation skills
  • Performance management skills
  • Coaching skills (goal setting)
  • Relationship building skills
  • Project management
  • Continuous improvement skills (innovation)
Competencies
  • Strong knowledge of sales and client services principles.
  • Excellent communication and interpersonal skills.
  • Ability to motivate and lead a team.
  • Analytical thinking and problem solving.
  • Initiative and independence.
  • Ability to self-regulate and drive results.

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 five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

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