Job Description

What will you do?

The Santam Direct contact centre has a position available for a Sales Coach. These opportunities are available within the Sales department based in Bellville.

The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices.


Key Responsibilities

Conduct quality evaluations against set standards, to identify error cause removal and performance enhancement opportunities through coaching, training and remedial processing (quality control); Record and document discussion points for improvement monitoring Review, analyse and report on the quality of advice provided to the clients during all client-facing interactions Track, monitor and report Sales Quality Assurance findings for new policies sold also for the purpose of retaining existing business. Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business (the traditional "QA function"). Achieve and maintain the expected quality standards Be co-accountable to define the required client experience in collaboration with the client-facing functions and corrections. Accountable to escalate non-compliance findings to the Sales Leadership Team, Compliance Officer and/or Head of Santam Direct (depending on the severity). Propose further interventions to prevent reoccurrence, through Standard Operating Procedure-updates, training material updates, system change request/incident processing etc.

Qualifications and Experience

Minimum Requirements:
Matric Completed RE qualification NQF Level 4 (Short-Term Insurance Qualification) 3 years short term insurance sales contact centre experience (personal and/or commercial lines) Coaching and training experience preferable

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!