Quality Assurance Consultant (Jg9)

WHAT WILL YOU DOThe Quality Assurance Consultant monitors and analyses interactions between agents and customers to provide feedback to employees and managers on adherence to policies, procedures, and customer experience, while maintaining relationships with business partners.Quality Assurance supports the business (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC) by aligning QA processes and coaching with business strategy.The role involves identifying opportunities for assessments and staff coaching for training or process improvements, facilitating employee development.
The QA will execute assessments of both live and historical interactions, participate in process improvement initiatives, and handle qualitative and quantitative reporting (daily, weekly, monthly performance, trend analysis, and calibration).WHAT WILL MAKE YOU SUCCESSFULPlan and assist in conducting regular quality and risk review proceduresAccurately measure call and data qualityProvide feedback to individuals and leadersStay updated on internal and external developments and practices to ensure relevant and forward-looking input and adviceEnsure the Motor Claims area complies with relevant regulatory and legal requirements, promoting awareness throughout this areaCollaborate on initiatives and projectsEvaluate and measure customer satisfaction and other performance outcomesDesign and develop QA templatesComplete evaluations and moderation of business processes and SOPsQUALIFICATIONS AND EXPERIENCEQualification:MatricInsurance-related qualifications are an advantageRelevant NQF Level 4 - FAIS 30 credits (advantage)Relevant NQF Level 5 - ETDP 50 credits (advantage)Experience:Minimum 5 years of Short Term Insurance Claims experienceGood understanding of contact centre processes and SLAsGood understanding of the motor claims processCoaching skills and experienceExcellent computer literacy, particularly intermediate ExcelReport writing experience is an advantageSKILLSAttention to detailOrganisational awarenessProcess improvement skillsInterpersonal sensitivityProficiency in English and AfrikaansCOMPETENCIESWorking with peopleDeciding and initiating actionClient service orientationTeamwork and supportBuilding relationshipsCommunicationProblem solvingDelivering qualityEnabling innovationABOUT THE COMPANYSantam is the market leader in the general insurance industry in Southern Africa.
We are a large, diversified, expanding, and transforming company.
Based in South Africa, we are rapidly expanding into emerging markets across Africa and Asia.Our success is rooted in our passion for our clients, and everything we do centers on delivering Insurance Good and Proper.
We value people highly and strive to recruit the best, whether permanently or temporarily.At Santam, we are committed to transformation and embracing diversity.
We aim for a workplace that reflects societal demographics and give preference to applicants from designated groups in line with our employment equity targets.Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MS Word format to santam.co.za.
Please pass this vacancy to qualified individuals you know.
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