What will you do?


The Santam Direct contact centre has a position available for a Sales Coach. These opportunities are available within the Sales department based in Bellville.
The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices.


Key Responsibilities


Conduct quality evaluations against set standards, to identify error cause removal and performance enhancement opportunities through coaching, training and remedial processing (quality control);
Record and document discussion points for improvement monitoring
Review, analyse and report on the quality of advice provided to the clients during all client-facing interactions
Track, monitor and report Sales Quality Assurance findings for new policies sold also for the purpose of retaining existing business.
Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business (the traditional “QA function”).
Achieve and maintain the expected quality standards
Be co-accountable to define the required client experience in collaboration with the client-facing functions and corrections.
Accountable to escalate non-compliance findings to the Sales Leadership Team, Compliance Officer and/or Head of Santam Direct (depending on the severity). Propose further interventions to prevent reoccurrence, through Standard Operating Procedure-updates, training material updates, system change request/incident processing etc.


Qualifications and Experience

Minimum Requirements:


Matric
Completed RE qualification
NQF Level 4 (Short-Term Insurance Qualification)
3 years short term insurance sales contact centre experience (personal and/or commercial lines)
Coaching and training experience preferable