Quality Assurance Consultant
Sanlam
full-time
Posted on:
Location Type: Office
Location: Bellville • 🇿🇦 South Africa
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Monitor and analyse interactions of agents and customers
- Provide feedback to employees and managers on adherence to policies
- Conduct evaluations on various roles and align QA processes
- Support operations to sustain profitable growth through evaluations
- Identify opportunities for evaluations and coaching of staff
- Execute targeted audits of live and historical interactions
- Conduct Quality Information Sessions with agents
- Conduct qualitative and quantitative reporting on performance and trend analysis
- Adhere to the Calibration process to align team expectations
Requirements
- Matric / Grade 12
- Short term insurance related qualification (min NQF lev 4); or similar
- RE is advantageous
- 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
Benefits
- Building strong, lasting relationships with employees
- Opportunities for growth and development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
short term insurance qualificationNQF level 4Quality Assurancereport writingIntermediate Exceltrend analysiscoachingperformance evaluationauditingcontact centre processes
Soft skills
feedbackcommunicationanalytical skillscoaching skillsinterpersonal skillsorganizational skillsattention to detailproblem-solvingteam alignmentclient service
Certifications
RE (Regulatory Exam)