Job Description

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 centred 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.

Job Purpose

Quality Assurance also supports business on Policy Maintenance, Admin and Issuance of new business, by aligning QA processes and coaching in line with business strategy.
Support the Centre of Expertise to sustain profitable growth through effective assessments and coaching of staff.
Identify opportunities for assessments 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.
Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance, trend analysis and calibration) will also form an integral part of the job requirement.

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 Commercial Processing Centre (CPC) 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
• Adhere to data management process needed by MIS for accurate reporting

Qualifications and Experience

• Grade 12 Matric or Senior Certificate.
• Insurance related qualifications an advantage:
• Relevant NQF Level 4 - 30 FAIS credits (Commercial - Short Term insurance related)
• 2 - 3 years' experience in Short-term insurance (Commercial lines).
• Good understanding of contact centre processes and SLA's
• Coaching skills and experience
• Excellent computer literacy, particularly Intermediate Excel
• Report writing experience an advantage
• RE1/RE5 Qualification an advantage

Competencies

• Working with people
• Deciding and Initiating Action
• Client Service Orientation
• Teamwork and Support
• Building Relationships
• Communication
• Optimizing Technology
• Problem Solving
• Delivering Quality
• Performing under Pressure
• Commercial Thinking/Awareness

Skills

• Detail orientation
• Organisational awareness
• Process improvement skills
• Interpersonal sensitivity
• Good communication skills (verbal & written)

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

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.

Sanlam