Quality Assurance Consultant (JG9)

Sanlam; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player in the insurance sector is seeking a Quality Assurance Consultant to enhance customer interactions and ensure compliance with policies. This role focuses on monitoring and evaluating agent performance, identifying improvement opportunities, and implementing effective coaching strategies. The successful candidate will play a crucial role in aligning quality assurance processes with business objectives while fostering relationships with partners. Join a dynamic team dedicated to delivering exceptional service and driving continuous improvement in a rapidly expanding organization.

Qualifications

• Minimum 5 years in Short Term Insurance Claims.
• Good understanding of contact centre processes and SLAs.
• Coaching skills and experience.

Responsibilities

• Monitor and analyze interactions between agents and customers.
• Provide feedback on adherence to policies and procedures.
• Facilitate employee development and process improvements.

Skills

Attention to detail

Organizational awareness

Process improvement skills

Interpersonal sensitivity

Verbal communication skills

Written communication skills

Proficiency in English and Afrikaans

Education

Matric

NQF Level 4 - FAIS 30 credits

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 analyzes 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 the business (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. The QA will execute assessments of live and historical interactions. Process improvement initiatives, qualitative and quantitative reporting (daily, weekly, monthly performance, trend analysis, 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 to ensure relevant and forward-looking input and advice.
• Help ensure the Motor Claims area complies with relevant regulatory and legal requirements, promoting awareness throughout the area.
• Collaborate on initiatives and projects.
• Evaluate and measure customer satisfaction and other performance outcomes.
• Design and develop QA templates.
• Complete evaluations and moderation on business processes and SOPs.

QUALIFICATIONS AND EXPERIENCE

Qualification:

• Matric
• Insurance-related qualifications are advantageous:
• Relevant NQF Level 4 - FAIS 30 credits
• Relevant NQF Level 5 - ETDP 50 credits

Experience:

• Minimum 5 years in Short Term Insurance Claims.
• Good understanding of contact centre processes and SLAs.
• Good understanding of 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.

COMPETENCIES

• Teamwork and support.
• Deciding and initiating action.
• Client service orientation.
• Building relationships.
• Effective communication.
• Technology optimization.
• Problem-solving.
• Delivering quality.
• Performing under pressure.
• Enabling 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 in Africa and Asia.

Our success is rooted in our passion for our clients and our commitment to delivering Insurance Good and Proper. We value people and aim to recruit the best, whether permanently or temporarily. We are committed to transformation and embracing diversity, aiming for an inclusive workforce reflecting 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.