Quality Assurance Consultant

Santam Insurance; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading insurance provider is looking for a Quality Assurance Consultant based in Cape Town or Johannesburg. The role involves monitoring agent interactions, providing feedback, and executing targeted audits to improve customer experience. Candidates should have a short-term insurance qualification and 3-5 years of relevant experience, along with strong coaching and analytical skills. Join this organization committed to diversity and inclusion in the workplace.

Qualifications

• Minimum of 3 – 5 years' experience in short term insurance or commercial lines.
• Good understanding of contact centre processes and systems.
• Experience in quality assurance is advantageous.

Responsibilities

• Support effective evaluations and coaching of staff.
• Execute audits of live and historical interactions.
• Conduct Quality Information Sessions with agents.

Skills

Coaching skills

Excellent computer literacy

Analytical skills

Time management

Problem Solving

Education

Matric / Grade 12

Short term insurance related qualification (min NQF lev 4)

Tools

Intermediate Excel

Policy Centre

Contact Centre technology applications

Job description

Position Overview

A position is available at Santam Broker Solutions : Operations – Shared Services for a Quality Assurance Consultant to be based in Cape Town / Johannesburg.

Job Purpose

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

Quality Assurance also supports operations on the following skillsets: Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy.

Key Responsibilities

Support the CLCC to sustain profitable growth through effective evaluations and coaching of staff.

Identify opportunities for evaluations, guided self‑evaluations, and coaching of staff for training or process improvement while facilitating employee development.

Execute targeted audits of both live and historical interactions.

Conduct Quality Information Sessions with agents as required.

Provide qualitative and quantitative reporting (daily, weekly and monthly performance and trend analysis).

Adhere to the Calibration process to ensure alignment amongst the team and that they are upholding the same expectations.

Remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

Plan and assist in conducting regular quality and risk review procedures. Provide feedback to Individuals and Leaders. Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking. Help the CLCC operate in accordance with relevant regulatory and legal requirements and promote awareness throughout this area. Collaborate on initiatives / projects. Evaluate and measure customer satisfaction and other performance outcomes. Design and develop QA templates. Ensure Standard Operating Procedure (SOP) adherence. Support team engagement and teamwork.

Qualifications and Experience

Matric / Grade 12. Short term insurance related qualification (min NQF lev 4); or similar. RE is advantageous.

Minimum of 3 – 5 years' experience in short term insurance, commercial lines and / or Agri assets.

Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE).

Coaching skills and experience. Previous Quality Assurance experience advantageous.

Excellent computer literacy, particularly Intermediate Excel report writing experience an advantage. Experience in a client service environment. Experience in contact centre technology applications. Good understanding of basic financial principles, e.g. profit, growth, etc.

Good understanding of contact centre processes and SLA's. Process improvement skills. Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders / clients (hybrid way of work). Time management. Coaching skills. Independent self‑management. Working with people. Analytical. Deciding and initiating action. Client Service Orientation. Team Work and Support. Building Relationships. Communication. Problem Solving. Delivering Quality. Situational Adaptability. Commercial Thinking / Awareness.

Diversity & Inclusion

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.

How to Apply

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