Quality Assurance - Bellville, South Africa - Sanlam

Sanlam

Verified Company

Bellville, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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 centered 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.- 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.
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 wellequipped 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.

Qualifications and Experience

Matric/ Grade 1
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.

Skills

Computer literate (MS Office package).
Santam's operating systems, process orientation/background
Avaya QM.
CRM.
Report writing (trend analysis).
Excellent problemsolving 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)

Competencies

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 selfregulate and drive results.

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 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 timeOur 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.