Quality Assurance Motor Support (JG9) X2Johannesburg, Gauteng, South Africa
Quality Assurance Motor Support (JG9) X22 positions are available in Santam Motor Support: Quality Assurance (JHB, Hill On Empire) for a position as a Quality Assurance Consultant
Division: Motor Support: Quality Assurance.
Reports to: First Line Manager: Quality Assurance.
Job grade: 9
Location: JHB
WHAT WILL YOU DO?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 supports business (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC.) by aligning the QA processes and coaching to be in line with business strategy.
Quality Assurance identifies opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development. The Quality Assuror will execute assessments of both live and historical interactions, Process improvement initiatives, Qualitative and quantitative reporting (Daily, weekly, and monthly performance, trend analysis and calibration) will also form an integral part of the job requirement.
KEY RESPONSIBILITIES INCLUDE: Plan and assist in conducting of regular quality and risk review procedures Accurate measurement of call and data quality Provide feedback to individuals and leaders Keep up to date on internal and external developments and practices to ensure their input and advice is appropriate and forward looking Help to ensure that the Motor Claims area 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 Completes evaluation & Moderation on business processes & SOP'sQUALIFICATIONS AND EXPERIENCEQualification: Matric Insurance related qualifications an advantage: Relevant NQF Level 4 - FAIS 30 credits an advantage Relevant NQF Level 5 - ETDP 50 Credits an advantageExperience: Minimum 5 years Short Term Insurance Claims experience Good understanding of contact centre processes and SLA's Good understanding of the motor claims process. Coaching skills and experience Excellent computer literacy, particularly Intermediate Excel Report writing experience an advantageSKILLS Detail orientation Organisational awareness Process improvement skills Interpersonal sensitivity Proficient in English and Afrikaans COMPETENCIES Working with people Deciding and Initiating Action Client Service Orientation Team Work and Support Building Relationships Communication Problem Solving Delivering Quality Enabling innovationSHORT LISTING PROCESSShort-listing will be based on the following criteria:
Performance record Above listed job requirements Planning and organizing to competenciesAPPLICATIONThe appointment will be made in line with the Divisional Employment Equity targets. Please apply on-line.
Closing date: 22 January 2024
Our recruitment process
Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.
Our recruitment process
Step 2
Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.
Our recruitment process
Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.
Our recruitment process
Telephonic screeningStep 4
Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.
Our recruitment process
Your interviewStep 5
We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot!
Our recruitment process
AssessmentStep 6
Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials.
Our recruitment process
Step 7
Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.
Our recruitment process
OnboardingStep 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.
TIPS & TRICKSGetting ready for your interviewThere is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.
Santam has been officially recognised by the Top Employers Institute as a Top Employer 2023 for excellence in people practices. This is the seventh consecutive year that we have achieved this accolade.
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