Quality Assurance Consultant

6 days ago

Johannesburg, South Africa Sanlam Full time

CAREER OPPORTUNITY
- A position is available in Santam Motor Support: Quality Assurance (JHB, Hill On Empire) for a position as a Quality Assurance Consultant

**WHAT WILL YOU DO?**
- Plan and assist in conducting of regular quality and risk review procedures
- Accurate measurement of call and data quality
- Identify improvement opportunities
- Provide feedback to individuals and leaders
- Implement improvement opportunities
- Keep up to date on internal and external developments and practices to ensure their input and advice is appropriate and forward looking
- Help to ensure that the Motor Claims area operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area.
- Collaborate on initiatives / projects
- Evaluating and measuring customer satisfaction and other performance outcomes.
- Design and develop QA templates
- Completes evaluation & Moderation on business processes & SOP’s

**QUALIFICATIONS AND EXPERIENCE**
- Matric
- Insurance related qualifications an advantage:

- Relevant NQF Level 4 - FAIS 30 credits an advantage
- Relevant NQF Level 5 - ETDP 50 Credits an advantage
- Minimum 5 years Short Term Insurance Claims experience
- Good understanding of contact centre processes and SLA’s
- Good understanding of the motor claims process.
- Coaching skills and experience
- Excellent computer literacy, particularly Intermediate Excel
- Report writing experience an advantage

**SKILLS**
- Detail orientation
- Organisational awareness
- Process improvement skills
- Interpersonal sensitivity
- Good communication skills (verbal & written)
- Proficient in English and Afrikaans

**COMPETENCIES**
- Working with people
- Deciding and Initiating Action
- Client Service Orientation
- Team Work and Support
- Building Relationships
- Communication
- Optimizing Technology
- Problem Solving
- Delivering Quality
- Performing under Pressure
- Enabling innovation

**WHO WE ARE**
- Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.
- With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.
- People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

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