Quality Assurance Consultant

at Santam
Location Johannesburg, South Africa
Date Posted Sep 10, 2019
Category Market & Customer Research Jobs
Job Type Full-time

Description

Santam Personal Lines Contact Centre has a Quality Assurance Consultant position available at the Auckland Park office in Johannesburg. This position will be reporting to the First Line Manager Quality Assurance

JOB DESCRIPTION

The Quality Assurance Consultant is responsible for Assessing and evaluating the interactions between customer service agents and Santam clients, provide coaching to consultants, escalate urgently to management issues that require urgent remedy and attention, assist the team to further the improvement of the QA processes and procedures, provide adequate support to the First line manager, Shared services MIS team in lieu of accurate reporting and PLCC management

KEY RESPONSIBILITIES
•    Adhere to daily assessment, coaching and calibration productivity targets
•    Maintain regular service error register and SOP adherence
•    Provide assessment feedback to customer service agents and FLMs
•    Improve the client service agents performance through effective coaching
•    Supporting business with the implementation of quality controls and measurements
•    Support team engagement and team work
•    Identify QA system and process improvement opportunities
•    Adhere to data management process needed by MIS for accurate reporting

QUALIFICATIONS AND EXPERIENCE
•    Grade 12 Matric or Senior Certificate.
•    Degree or National Diploma (NQF 6) an advantage
•    Insurance related qualifications an advantage:
•    At least 3 years’ experience in the financial services industry.
•    Quality assurance experience an advantage
•    FAIS compliant an advantage
•    RE1 Qualification an advantage
SKILLS
•    Computer literacy (MS Office),
•    Knowledge on Avaya
•    Policy Centre system and Mainframe.
•    knowledge of Short-term Insurance
•    Knowledge of call centre function and operations (telephony, workforce management and metrics)
•    Good communication skills (verbal & written)
•    Detail orientation (attention to detail)
•    Interpersonal orientation

COMPETENCIES
•    Communication
•    Team work and support
•    Commercial thinking
•    Client focus
•    Decision making
•    Building relationships
•    Continuous learning
•    Problem solving
•    Emotional intelligence

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