Quality Assurance Consultant 1

Santam Insurance; Gauteng; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading insurance company in South Africa seeks a Quality Assurance Consultant to monitor agent interactions and enhance customer experience. This role involves providing feedback, conducting quality reviews, and supporting operations across various skillsets. Candidates should have a matric qualification and experience in short term insurance, alongside excellent coaching and interpersonal skills. The company fosters a diverse and inclusive workforce, encouraging candidates from all backgrounds to apply.

Qualifications

• Minimum of 3 – 5 years' experience in short term insurance.
• Good understanding of contact centre processes and systems.
• Coaching skills and experience are required.

Responsibilities

• Plan and conduct quality and risk review procedures.
• Provide feedback to individuals and leaders.
• Evaluate customer satisfaction and performance outcomes.

Skills

Process improvement skills

Excellent interpersonal skills

Time management

Coaching skills

Analytical

Client Service Orientation

Communication

Problem Solving

Education

Matric / Grade 12

Short term insurance related qualification (min NQF lev 4)

RE is advantageous

Tools

Policy Centre

Avaya

USD

NQR

Mainframe

WebE

Job description

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

• 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 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 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

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

As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. Santam is committed to diversity, inclusion, and belonging. We are dedicated to neuro‑inclusivity and fostering a workplace where everyone can thrive.