Quality Assurance Consultant 1

Santam Insurance; Centurion; On-site; ZAR 334,800 - 446,400; Full time

Job summary

A leading insurance company is seeking a Quality Assurance Consultant in Centurion. This role involves monitoring and analyzing customer interactions, conducting evaluations, and coaching staff. Candidates should have 3–5 years of experience in short term insurance and excellent communication skills. The company offers opportunities for growth and values a diverse workforce.

Qualifications

• Minimum of 3 – 5 years’ experience in short term insurance.
• Good understanding of contact centre processes and systems.
• Excellent computer literacy, particularly Intermediate Excel.

Responsibilities

• Monitor and analyse agent interactions for feedback.
• Conduct evaluations on roles and align QA processes.
• Execute targeted audits of live and historical interactions.

Skills

Process improvement skills

Excellent interpersonal skills

Time management

Coaching skills

Analytical

Education

Short term insurance related qualification (min NQF lev 4)

Matric / Grade 12

Tools

Excel

Policy Centre

Avaya

Job description

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A position is available at Santam Operations for a Quality Assurance Consultant in Shared Services to be based in Cape Town / Centurion.

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.
• 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.
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions.
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement.
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

Key Responsibilities

• Plan and assist in conducting of 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 to ensure that the CLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area
• Collaborate on initiatives / projects
• Evaluating and measuring customer satisfaction and other performance outcomes
• Design and develop QA templates
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

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

Experience and Knowledge

• Minimum of3 – 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

Skills

• 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

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. 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 – the group provides many opportunities for growth and development.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

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.

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!

Our recruitment process

Onboarding

You made it. Here we ensure we receive all your documents to get you onto our payroll system.

Our recruitment process

Advertise

Step 1

Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.

Our recruitment process

Step 2

Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.

Our recruitment process

Step 3

Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.

Our recruitment process

Telephonic screening

Step 4

Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.

Our recruitment process

Your interview

Step 5

We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!

Our recruitment process

Assessment

Step 6

Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials.

Our recruitment process

Step 7

Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.

Our recruitment process

Onboarding

Step 8

You made it. Here we ensure we receive all your documents to get you onto our payroll system.

TIPS & TRICKS

Getting ready for your interview

There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.

Santam has been officially recognised by the Top Employers Institute as a Top Employer 2025 for excellence in people practices. This is the ninth consecutive year that we have achieved this accolade.