Quality Assurance Consultant

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

Job summary

An established industry player is seeking a Quality Assurance Consultant to enhance customer interactions and ensure compliance with policies. In this role, you will monitor agent performance, conduct evaluations, and provide coaching to support staff development. Your insights will drive process improvements and contribute to the overall success of the business. Join a company committed to diversity and inclusion, where your career growth is prioritized, and you can make a meaningful impact within a collaborative environment. If you're passionate about quality assurance and customer service, this opportunity is perfect for you.

Qualifications

• 3-5 years’ experience in short-term insurance or commercial lines.
• Good understanding of contact centre processes and systems.
• Coaching experience preferred, with previous QA experience advantageous.

Responsibilities

• Conducts quality and risk review procedures regularly.
• Implements improvement initiatives based on feedback.
• Evaluates customer satisfaction and performance outcomes.

Skills

Attention to detail

Process improvement skills

Strong interpersonal skills

Time management

Coaching abilities

Excellent communication skills

Underwriting skills

Self-management

Education

Matric / Grade 12

Short-term insurance qualification (NQF Level 4)

RE qualification

Tools

Policy Centre

Avaya

USD

NQR

Mainframe

WebE

Excel

Job description

Job Opportunity

A position is available at Santam Shared Services for a Quality Assurance Consultant in Shared Services – Cape Town / Centurion.

Job Purpose

• The Quality Assurance Consultant monitors and analyses interactions between agents and customers, providing feedback to employees and managers on adherence to policies, procedures, and customer experience, while maintaining relationships with business partners.
• Supports operations across various skillsets, including Policy Maintenance, New Business Issuance, Sales, Online Support, Broker Liaison, Centre of Expertise, and Renewals, by conducting evaluations, aligning QA processes, and coaching in line with business strategy.
• Supports the CLCC to sustain profitable growth through effective evaluations and coaching of staff.
• Identifies opportunities for evaluations, guided self-evaluations, and coaching for training or process improvement, facilitating employee development.
• Executes targeted audits of live and historical interactions.
• Conducts Quality Information Sessions with agents as required.
• Prepares qualitative and quantitative reports, including daily, weekly, and monthly performance and trend analysis.
• Adheres to the Calibration process to ensure team alignment and consistent expectations.
• Remains current on all Standard Operating Procedures in the CLCC and identifies opportunities for process improvements.

Key Responsibilities

• Conducts regular quality and risk review procedures.
• Ensures accurate measurement data quality.
• Identifies improvement opportunities and provides feedback to individuals and leaders.
• Implements improvement initiatives.
• Keeps abreast of internal and external developments to ensure relevant input and advice.
• Helps ensure the CLCC complies with regulatory and legal requirements, raising awareness throughout the area.
• Collaborates on initiatives and projects.
• Evaluates and measures customer satisfaction and other performance outcomes.
• Designs and develops QA templates.
• Ensures SOP adherence.
• Supports team engagement and teamwork.

Qualifications

• Matric / Grade 12
• Short-term insurance qualification (min NQF Level 4) or similar.
• RE qualification is advantageous.

Experience and Knowledge

• 3-5 years’ experience in short-term insurance, commercial lines, and/or Agri assets.
• Good understanding of contact centre processes and systems (Policy Centre, Avaya, USD, NQR, Mainframe, WebE).
• Coaching experience; previous QA experience is advantageous.
• Proficient in computer skills, especially Excel.
• Report writing experience is a plus.
• Experience in a client service environment and contact centre technology applications.
• Basic financial principles knowledge, e.g., profit, growth.

Skills

• Attention to detail.
• Process improvement skills.
• Strong interpersonal skills for collaboration.
• Time management.
• Coaching abilities.
• Excellent communication skills (verbal & written).
• Underwriting skills.
• Self-management.

Core Competencies

• People skills.
• Analytical thinking.
• Emotional intelligence.
• Decisiveness and initiative.
• Client service orientation.
• Teamwork and support.
• Relationship building.
• Effective communication.
• Technology optimization.
• Problem-solving.
• Quality delivery.
• Performance under pressure.
• Continuous learning.
• Adaptability.
• Commercial awareness.

Build a successful career with us

We are committed to building strong, lasting relationships with our employees, supporting your career and personal development. Our diverse business clusters provide many growth opportunities.

Turnaround time

The shortlisting process begins after the application deadline. The duration depends on progress and manager availability.

Our commitment to transformation

We are dedicated to diversity and inclusion, prioritizing employment equity to reflect societal demographics. Preference is given to applicants from designated groups aligned with our employment equity targets.