Quality Management Consultant

Date: 24 Jan 2025

Location:

Midrand, Gauteng, ZA

Company: Sanlam Group

Who are we?

MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to MiWay’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then MiWay is the place for you!

What will you do?

•   Audit and report Sales, Client Services Quality findings for new policies sold and /or servicing existing business.
•   Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business.
•   Achieve and maintain the required targets on QA samples to be audited.
•   Conduct coaching /collaboration with stake holders to address errors.
•   Review, analyze and report on corrections and any ad-hoc requests.

Minimum Qualification Required:

• Matric/NQF 4
• Full FAIS and RE qualification will be an advantage

Minimum Experience:

•   Minimum of 1 years’ experience in a Quality Assurance role
•   Minimum 1 years Short-term Insurance experience
•   Minimum 1 years Business Insurance experience
•   TIA & MIA experience is essential

Deliverables include, but will not be limited to:

•   Analyzing Calls
•   Compile Trends
•   Conduct QA sessions

Essential Requirements:

•   Grade 12/Standard 10/NQF 4
•   Organized
•   Assertive
•   Innovative
•   Self-disciplined
•   Self-motivated
•   Self-starter
•   Analytical
•   Attention to detail.
•   Excellent administrative skills
•   Excellent communication skills (verbal & written)
•   Able to work flexible hours.
•   Must be able to work under pressure.
•   Active listening skills
•   Results oriented.
•   Teamwork
•   Very good knowledge of excel.

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. Deadline to apply: 31 January 2025.

Our commitment to transformation

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.