Quality Assurance Consultant

Santam Insurance; Bellville; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking company as a Quality Assurance Consultant, where your expertise will enhance customer interactions and drive operational excellence. In this role, you will monitor and analyze agent-customer interactions, provide valuable feedback, and support various operational areas. Your insights will help foster employee development and ensure compliance with policies and procedures. This position offers a unique opportunity to contribute to a culture of continuous improvement and excellence, all while working in a collaborative environment that values your growth and success.

Qualifications

• 3-5 years’ experience in short-term insurance or contact centre processes.
• Coaching skills and experience are essential for this role.
• Proficient in report writing and computer literacy, especially Excel.

Responsibilities

• Conduct regular quality and risk reviews to improve processes.
• Evaluate customer satisfaction and implement improvement initiatives.
• Prepare qualitative and quantitative performance reports.

Skills

Attention to detail

Process improvement skills

Interpersonal skills

Time management

Coaching abilities

Effective communication skills

Underwriting skills

Self-management

Education

Matric / Grade 12

Short-term insurance qualification

RE qualification

Tools

Policy Centre

Avaya

USD

NQR

Mainframe

WebE

Excel

Job description

Job Opportunity

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

Job Purpose

• The Quality Assurance Consultant monitors and analyzes 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 in various skillsets, including Policy Maintenance, New Business Issuance, Sales, Online Support, Broker Liaison, Centre of Expertise, and Renewals by conducting evaluations and aligning QA processes, along with coaching in line with business strategy.
• Assists the CLCC in sustaining profitable growth through effective evaluations and staff coaching.
• Identifies opportunities for evaluations, guided self-evaluations, and staff coaching for training or process improvements, facilitating employee development.
• Executes targeted audits of live and historical interactions.
• Conducts Quality Information Sessions with agents as needed.
• Prepares qualitative and quantitative reports, including daily, weekly, and monthly performance and trend analyses.
• Adheres to the Calibration process to ensure team alignment and consistent expectations.
• Remains current on all Standard Operating Procedures in the CLCC and highlights process improvement opportunities.

Key Responsibilities

• Plans and assists in conducting regular quality and risk reviews.
• Ensures accurate measurement data quality.
• Identifies improvement opportunities and provides feedback to individuals and leaders.
• Implements improvement initiatives.
• Stays updated on internal and external developments to ensure relevant and forward-looking advice.
• Supports compliance with regulatory and legal requirements, promoting awareness throughout the area.
• Collaborates on initiatives and projects.
• Evaluates and measures customer satisfaction and other performance outcomes.
• Designs and develops QA templates.
• Ensures adherence to Standard Operating Procedures (SOPs).
• Supports team engagement and teamwork.

Qualifications

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

Experience and Knowledge

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

Skills

• Attention to detail
• Process improvement skills
• Interpersonal skills for collaboration with colleagues and stakeholders
• Time management
• Coaching abilities
• Effective communication skills (verbal & written)
• Underwriting skills
• Self-management

Competencies

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

Build a successful career with us

We prioritize building strong, lasting relationships with our employees. We support your future goals—career growth, personal development, and achievement. Our group offers numerous opportunities for growth 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.

Turnaround Time

Shortlisting begins once the application deadline is reached. The process duration depends on your progress and manager availability.

Our Commitment to Transformation

Santam is dedicated to diversity and transformation. We aim for an inclusive workforce that reflects societal demographics. We prioritize applicants from designated groups in line with employment equity targets.