Job Opportunity


A position is available at Santam Shared Services: Quality Assurance for a position as a Quality Assurance Consultant in Shared Services – 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 
Accurate measurement data quality 
Identify improvement opportunities 
Provide feedback to Individuals and Leaders 
Implement improvement opportunities 
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