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 PurposeThe 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 ResponsibilitiesPlan and assist in conducting of regular quality and risk review proceduresProvide feedback to Individuals and LeadersKeep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward lookingHelp 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 areaCollaborate on initiatives / projectsEvaluating and measuring customer satisfaction and other performance outcomesDesign and develop QA templatesStandard Operating Procedure (SOP) adherenceSupport team engagement and teamworkQualificationsMatric / Grade 12Short term insurance related qualification (min NQF lev 4); or similarRE is advantageousExperience and KnowledgeMinimum of 3 – 5 years' experience in short term insurance, commercial lines and/or Agri assetsGood understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE).Coaching skills and experiencePrevious Quality Assurance experience advantageousExcellent computer literacy, particularly Intermediate ExcelReport writing experience an advantageExperience in a client service environmentExperience in contact centre technology applicationsGood understanding of basic financial principles, e.g.
profit, growth, etc.Good understanding of contact centre processes and SLA'sSkillsProcess improvement skillsExcellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients (hybrid way of work)Time managementCoaching skillsIndependent self-managementWorking with peopleAnalyticalDeciding and Initiating ActionClient Service OrientationTeam Work and SupportBuilding RelationshipsCommunicationProblem SolvingDelivering QualitySituational AdaptabilityCommercial Thinking/Awareness
#J-18808-Ljbffr