Quality Assurance Consultant (JG9)

Santam Business; Johannesburg; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player is seeking a Quality Assurance Consultant to enhance customer interactions and ensure compliance with policies. This role involves monitoring agent-customer interactions, providing actionable feedback, and implementing process improvements. The ideal candidate will possess strong analytical skills, a keen attention to detail, and the ability to foster relationships with business partners. Join a dynamic team focused on delivering exceptional service and driving continuous improvement in the insurance sector. This is an exciting opportunity to make a significant impact in a rapidly expanding company.

Qualifications

• Minimum 5 years of Short Term Insurance Claims experience.
• Coaching skills and experience are essential.

Responsibilities

• Monitor interactions between agents and customers for quality assurance.
• Identify opportunities for assessments and staff coaching.

Skills

Attention to detail

Organizational awareness

Process improvement skills

Interpersonal sensitivity

Good verbal and written communication skills

Proficiency in English and Afrikaans

Education

Matric

Relevant NQF Level 4 - FAIS 30 credits

Relevant NQF Level 5 - ETDP 50 credits

Tools

Excel

Job description

CAREER OPPORTUNITY

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

What Will You Do

The Quality Assurance Consultant monitors and analyses interactions between agents and customers to provide feedback to employees and managers on adherence to policies, procedures, and customer experience, while maintaining relationships with business partners.

Quality Assurance supports business units (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC) by aligning QA processes and coaching with business strategy.

The role involves identifying opportunities for assessments and staff coaching for training or process improvements, facilitating employee development, executing assessments of live and historical interactions, and performing process improvement initiatives. Qualitative and quantitative reporting (daily, weekly, and monthly performance, trend analysis, and calibration) are also key responsibilities.

What Will Make You Successful

• Plan and assist in conducting regular quality and risk review procedures
• Accurately measure call and data quality
• Identify improvement opportunities
• Provide feedback to individuals and leaders
• Implement improvement initiatives
• Stay updated on internal and external developments and practices
• Ensure Motor Claims operations comply with regulatory and legal requirements and promote awareness
• Collaborate on initiatives and projects
• Evaluate and measure customer satisfaction and other performance outcomes
• Design and develop QA templates
• Complete evaluation and moderation of business processes and SOPs

Qualifications and Experience

• Matric
• Insurance-related qualifications are advantageous:
• Relevant NQF Level 4 - FAIS 30 credits
• Relevant NQF Level 5 - ETDP 50 credits
• Minimum 5 years of Short Term Insurance Claims experience
• Good understanding of contact centre processes, SLAs, and motor claims process
• Coaching skills and experience
• Excellent computer literacy, especially intermediate Excel
• Report writing experience is advantageous

Skills

• Attention to detail
• Organizational awareness
• Process improvement skills
• Interpersonal sensitivity
• Good verbal and written communication skills
• Proficiency in English and Afrikaans

Core Competencies

• Teamwork and support
• Client service orientation
• Relationship building
• Effective communication
• Technology optimization
• Problem solving
• Delivering quality
• Performance under pressure
• Innovation

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. While based in South Africa, we are rapidly expanding into emerging markets across Africa and Asia.

Our success is rooted in our passion for our clients, and our focus is on delivering "Insurance Good and Proper." We value people and aim to recruit the best talent, whether permanently or temporarily.

We are committed to transformation and diversity, striving for an inclusive workforce that reflects societal demographics. We prioritize applicants from designated groups in line with our employment equity targets.

Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format to santam.co.za. Please share this vacancy with qualified individuals.