Quality Assurance Consultant (JG9)

Sanlam Limited; Johannesburg; 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 within the Motor Claims area. This role involves monitoring agent performance, providing constructive feedback, and aligning QA processes with business strategies. The ideal candidate will have substantial experience in Short Term Insurance Claims and a strong understanding of contact center operations. Join a dynamic team committed to delivering exceptional service and fostering employee growth in a diverse and inclusive environment.

Qualifications

• 5+ years of Short Term Insurance Claims experience required.
• Coaching skills and experience essential for staff development.
• Good understanding of motor claims process and contact centre SLAs.

Responsibilities

• Monitor and analyze customer-agent interactions for quality assurance.
• Provide feedback on adherence to policies and customer experience.
• Facilitate employee development through coaching and assessments.

Skills

Attention to detail

Organisational awareness

Process improvement skills

Interpersonal sensitivity

Proficiency in English

Proficiency in Afrikaans

Education

Matric

Insurance-related qualifications

NQF Level 4 - FAIS 30 credits

NQF Level 5 - ETDP 50 credits

Tools

Microsoft Excel

Job description

WHAT WILL YOU DO

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

Quality Assurance supports the business (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC) by aligning QA processes and coaching with business strategy.

The role involves identifying opportunities for assessments and staff coaching for training or process improvements, facilitating employee development. The QA will execute assessments of both live and historical interactions, participate in process improvement initiatives, and handle qualitative and quantitative reporting (daily, weekly, monthly performance, trend analysis, and calibration).

WHAT WILL MAKE YOU SUCCESSFUL

• Plan and assist in conducting regular quality and risk review procedures
• Accurately measure call and data quality
• Provide feedback to individuals and leaders
• Stay updated on internal and external developments and practices to ensure relevant and forward-looking input and advice
• Ensure the Motor Claims area complies with relevant regulatory and legal requirements, promoting awareness throughout this area
• Collaborate on initiatives and projects
• Evaluate and measure customer satisfaction and other performance outcomes
• Design and develop QA templates
• Complete evaluations and moderation of business processes and SOPs

QUALIFICATIONS AND EXPERIENCE

Qualification:

• Matric
• Insurance-related qualifications are an advantage
• Relevant NQF Level 4 - FAIS 30 credits (advantage)
• Relevant NQF Level 5 - ETDP 50 credits (advantage)

Experience:

• Minimum 5 years of Short Term Insurance Claims experience
• Good understanding of contact centre processes and SLAs
• Good understanding of the motor claims process
• Coaching skills and experience
• Excellent computer literacy, particularly intermediate Excel
• Report writing experience is an advantage

SKILLS

• Attention to detail
• Organisational awareness
• Process improvement skills
• Interpersonal sensitivity
• Proficiency in English and Afrikaans

COMPETENCIES

• Working with people
• Deciding and initiating action
• Client service orientation
• Teamwork and support
• Building relationships
• Communication
• Problem solving
• Delivering quality
• Enabling innovation

ABOUT THE COMPANY

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding, and transforming company. Based in South Africa, we are rapidly expanding into emerging markets across Africa and Asia.

Our success is rooted in our passion for our clients, and everything we do centers on delivering Insurance Good and Proper. We value people highly and strive to recruit the best, whether permanently or temporarily.

At Santam, we are committed to transformation and embracing diversity. We aim for a workplace that reflects societal demographics and give preference to applicants from designated groups in line with our employment equity targets.

Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format to santam.co.za. Please pass this vacancy to qualified individuals you know.