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 centered on our delivery of Insurance Good and Proper. Were 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.
Career Opportunity
Santam Broker Solutions: Operations Shared Services has a position available for a Quality Assurance Team Manager. The position will be based in Bellville, Cape Town.
Job Description
The Quality Assurance (QA) Team Leader is responsible for leading and managing a team of QA Consultants in monitoring and evaluating the performance of consultants within the Operations contact centre. They will also be responsible for coaching to their team, developing and implementing comprehensive QA processes and guidelines, conducting regular quality assessments, reporting on Quality trends and providing feedback. The role will report to the Head of Shared Services division in Operations.
The Team leader will be responsible for formulating plans and strategies for the implementation of QA solutions in the Operations business areas to check and maintain the quality of work against business standards which leads to a positive client experience.
Key Responsibilities
- Manage, lead and develop the Operations QA teams
- Develop and implement comprehensive QA processes and guidelines.
- Conduct regular monitoring and oversight of quality assessments of calls, email interactions, and other customer interactions.
- Identify areas for improvement and provide feedback, coaching to the QA consultants.
- To manage individual and team performance
- Managing relationships between all Operations channels, Broker Services and other internal stakeholders dependent on the outputs of reporting
- Identify and implement automation opportunities across the reporting channels
- Keeping up to date with the process changes in Operations.
- Implementation of QA methodology to all teams.
- Implementing world class QA criteria measures
- Reporting on QA activities
- Ensure that Consultants are well-equipped to succeed.
- Track and report on QA metrics
- Identify and implement opportunities to improve the quality of client engagement.
- To create a climate for team to deliver their outputs.
- Matric/ Grade 12.
- National Diploma in a related field / NQF Level 5 (Short-Term Insurance Qualification).
- Minimum 5 years experience in Short-Term Insurance.
- Preferably a minimum of 3 years experience as a Team Leader.
- Computer literate (MS Office package).
- Santams operating systems, process orientation/background
- Avaya QM.
- CRM.
- Report writing (trend analysis).
- Excellent problem-solving and communication skills.
- Strong financial and statistical acumen.
- Change management skills
- Conflict management and negotiation skills
- Performance management skills
- Coaching skills (goal setting)
- Relationship building skills
- Project management
- Continuous improvement skills (innovation)
- Strong knowledge of sales and client services principles.
- Excellent communication and interpersonal skills.
- Ability to motivate and lead a team.
- Analytical thinking and problem solving.
- Initiative and independence.
- Ability to self-regulate and drive results.
Were 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 four business clusters Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office the group provides many opportunities for growth and development.
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.
Our commitment to transformation
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.
