Job Description

Job Opportunity
A position is available at Santam Operations for a Quality Assurance Consultant in Shared Services to be based in Cape Town / Centurion.
Job Purpose

• The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners.
• Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy.
• Support the CLCC to sustain profitable growth through effective evaluations and coaching of staff.
• Identify opportunities for evaluations, guided self-evaluations and coaching of staff for training or process improvement while facilitating employee development.
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions.
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement.
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

Key Responsibilities

• Plan and assist in conducting of regular quality and risk review procedures
• Accurate measurement data quality
• Identify improvement opportunities
• Provide feedback to Individuals and Leaders
• Implement improvement opportunities
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking
• Help to ensure that the CLCC 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
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar
• RE is advantageous

Experience and Knowledge

• Minimum of 3 - 5 years' experience in short term insurance, commercial lines and/or Agri assets
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE).
• Coaching skills and experience
• Previous Quality Assurance experience advantageous
• Excellent computer literacy, particularly Intermediate Excel
• Report writing experience an advantage
• Experience in a client service environment
• Experience in contact centre technology applications
• Good understanding of basic financial principles, e.g. profit, growth, etc.
• Good understanding of contact centre processes and SLA's

Skills

• Attention to detail
• Process improvement skills
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients (hybrid way of work)
• Time management
• Coaching skills
• Good communication skills (verbal & written in business language)
• Underwriting skill
• Independent self-management

Competencies

• Working with people
• Analytical
• Emotional Intelligence
• Deciding and Initiating Action
• Client Service Orientation
• Team Work and Support
• Building Relationships
• Communication
• Optimizing Technology
• Problem Solving
• Delivering Quality
• Performing under Pressure
• Continuous Learning
• Situational Adaptability
• Commercial Thinking/Awareness

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 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.
Turnaround time
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.
Our commitment to transformation
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.
Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.
Take the next step in your career-apply now and be part of a company that's shaping the future of insurance. This is Freedom!

Skills Required