Quality Assurance Consultant (JG9)

CAREER OPPORTUNITY

A position is available in Santam Motor Support: Quality Assurance (JHB, Hill On Empire) for a position as a Quality Assurance Consultant

WHAT WILL YOU DO

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 supports business (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC.) by aligning the QA processes and coaching to be in line with business strategy.

Quality Assurance identifies opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development. The Quality Assuror will execute assessments of both live and historical interactions, Process improvement initiatives, Qualitative and quantitative reporting (Daily, weekly, and monthly performance, trend analysis and calibration) will also form an integral part of the job requirement. 

WHAT WILL MAKE YOU SUCCESSFUL

•      Plan and assist in conducting of regular quality and risk review procedures 
•      Accurate measurement of call and data quality
•      Identify improvement opportunities
•      Provide feedback to individuals and leaders
•      Implement improvement opportunities
•      Keep up to date on internal and external developments and practices to ensure their input and advice is appropriate and forward looking
•      Help to ensure that the Motor Claims area 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
•      Completes evaluation & Moderation on business processes & SOP’s

QUALIFICATIONS AND EXPERIENCE

Qualification:

•      Matric
•      Insurance related qualifications an advantage:
•      Relevant NQF Level 4 - FAIS 30 credits an advantage
•      Relevant NQF Level 5 - ETDP  50 Credits an advantage

Experience:

•      Minimum 5 years Short Term Insurance Claims experience 
•      Good understanding of contact centre processes and SLA’s
•      Good understanding of the motor claims process.
•      Coaching skills and experience
•      Excellent computer literacy, particularly Intermediate Excel
•      Report writing experience an advantage

SKILLS

•      Detail orientation
•      Organisational awareness
•      Process improvement skills 
•      Interpersonal sensitivity
•      Good communication skills (verbal & written) 
•      Proficient in English and Afrikaans 

COMPETENCIES

•      Working with people
•      Deciding and Initiating Action
•      Client Service Orientation
•      Team Work and Support
•      Building Relationships
•      Communication
•      Optimizing Technology
•      Problem Solving
•      Delivering Quality
•      Performing under Pressure
•      Enabling innovation

ABOUT THE COMPANY

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
Qualified applicants are invited to submit their cover letter, CV, and salary requirements in MSWord format to santam.co.za .Should you be aware of a qualified individual, please pass this vacancy on to them.