Quality Assurance Team Leader

1 day ago

Bellville, 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 centered 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.
Career Opportunity
Santam Client Solutions has positions available for two Quality Assurance Team Leader. The positions will be based in Bellville, Cape Town. Job Description
The Quality Assurance (QA) Team Leader is responsible for leading and managing a team of QA Consultants in monitoring and evaluating the performance of advisers in a direct contact centre for short term insurance. They will also be responsible for developing and implementing comprehensive QA processes and guidelines, conducting regular quality assessments, and providing feedback, coaching to their team. The role will report to the Risk & Resolutions Lead and will form part of the Client Solutions cluster. Key Responsibilities
Lead and manage a team of QA consultants.
Develop and implement comprehensive QA processes and guidelines.
Identify areas for improvement and provide feedback, coaching to the QA consultants.
Collaborate with campaign managers and trainers to develop and update training materials.
Ensure that Advisers are well-equipped to succeed.
Track and report on QA metrics
Stay up to date on industry trends and regulations.
Identify and implement opportunities to improve the quality of client engagement. Qualifications and Experience
Matric/ Grade 12.
National Diploma in a related field.
RE 5 Certificate.
NQF Level 5 (Short-Term Insurance Qualification).
Minimum 5 years’ experience in short-term insurance Personal and Commercial lines.
Preferably a minimum of 3 years’ experience as a Team Leader. 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. 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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