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Quality Assurance Consultant 1

Santam InsuranceZA

6 days ago

Job description

Job title : Quality Assurance Consultant 1

Job Location : Gauteng, Bellville

Deadline : October 23, 2025

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Job Opportunity

A position is available at Santam Operations for a Quality Assurance Consultant in Shared Services to be based in 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

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

Customer Service jobs

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Quality Assurance Consultant • ZA

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