CALL CENTRE QUALITY ANALYST I

Date: 24 Jan 2025

Location:

Johannesburg, Gauteng, ZA

Company: Sanlam Group

What will you do?

Monitors and evaluates the quality of inbound and/or outbound telephone calls. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

What will make you successful in this role?

Qualification and Experience

Diploma with 1 to 2 years experience or Grade 12 with 2 to 3 years related experience.

Knowledge and Skills

Call monitoring and assessments and leads support activities(i.e. campaigns)

Documents feedback for coaching and developing agents

Process management and standards alignment

Leads queries, investigations and complaints

Personal Attributes

Communicates effectively - Contributing dependently

Plans and aligns - Contributing dependently

Self-development - Contributing dependently

Optimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing dependently

Customer focus - Contributing dependently

Drives results - Contributing dependently

Collaborates - Contributing dependently

Being resilient - Contributing dependently

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.