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Quality Assurance Consultant 1

Quality Assurance Consultant 1

SanlamBellville, Western Cape, South Africa
4 days ago
Job description

Overview

Job Opportunity

A position is available at Santam Operations for a Quality Assurance Consultant in Shared Services to be based in Cape Town / Centurion.

Role : Quality Assurance Consultant in the CLCC (Customer Liaison and Contact Centre) environment, focused on monitoring interactions, ensuring adherence to policies and procedures, and supporting operations through QA processes, coaching and performance reporting.

Responsibilities

  • Plan and assist in conducting regular quality and risk review procedures.
  • Monitor and analyse agent–customer interactions; provide feedback to employees and managers on adherence to policies, procedures and customer experience; maintain relationships with business partners.
  • Conduct evaluations on applicable skillsets (Policy Maintenance, Issuance of new business, Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals) and align QA processes; coaching in line with business strategy.
  • Support CLCC to sustain profitable growth through effective evaluations and coaching of staff.
  • Identify opportunities for evaluations, guided self-evaluations and coaching for training or process improvement; facilitate employee development.
  • Execute targeted audits of live and historical interactions; conduct Quality Information Sessions with agents as required.
  • Produce qualitative and quantitative reporting (Daily, Weekly and Monthly performance and trend analysis).
  • Adhere to the Calibration process to ensure alignment and consistent expectations across the team.
  • Stay current on all Standard Operating Procedures in the CLCC and identify opportunities for process improvement.
  • Design and develop QA templates; ensure SOP adherence; support team engagement and teamwork.

Qualifications

  • Matric / Grade 12
  • Short term insurance related qualification (min NQF level 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 SLAs

    • Skills

  • Attention to detail
  • Process improvement skills
  • Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders / clients (hybrid way of work)
  • Time management
  • Coaching skills
  • Good communication skills (verbal & written in business language)
  • Underwriting skill
  • Independent self-management

    • Competencies

  • Working with people
  • Analytical
  • Emotional Intelligence
  • Deciding and Initiating Action
  • Client Service Orientation
  • Team Work and Support
  • Building Relationships
  • Communication
  • Optimizing Technology
  • Problem Solving
  • Delivering Quality
  • Performing under Pressure
  • Continuous Learning
  • Situational Adaptability
  • Commercial Thinking / Awareness

    • Additional Information

    Turnaround time

    The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

    Our commitment to transformation

    Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

    With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

    People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

    Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.

    Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!

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    Quality Assurance Consultant • Bellville, Western Cape, South Africa