Quality Assurance Consultant at Santam Insurance

WHAT WILL YOU DO?

• This job functions as a professional specialist and the successful incumbent will be responsible for advising and assisting Non-Motor SOS Agents with registration quality and provide them with specialist technical support. The Quality Assurance Consultant will also be responsible for deep dives, identifying trends in order to improve the business and do Evaluations on Agents calls.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
KEY RESPONSIBILITIES

• Plan and assist in conducting and reviewing accurate and objective quality evaluations 
• Qualitative and quantitative reporting (daily, weekly, monthly performance and trend analysis) forms a vital part of the job requirement.
• Ability to transcribe calls.
• Ability to search and send calls for claim purposes
• Ability to work on your own independently
• Ability to Identify that there are improvement areas
• Ability to provide a professional report in Identifying these improvement areas
• Provide feedback to Individuals and Leaders; including executive leaders.
• Reduce risks against Santam by reviewing service provider reports (like Europ Assist)
• Knowledge sharing and providing clarity with regards to any new industry regulations and guidelines 
• Ability to support front office.
• Claims Knowledge
• Claims Systems Knowledge (Claims Centre, Mainframe, ICE)
• Consistent Quality Performance and Empathy on your calls
• Being unbiased
• Being in line with the Santam Values (Integrity, Excellence Humanity, Innovation and Passion)
• Ability to manage the quality and complaints mailboxes.

QUALIFICATIONS AND EXPERIENCE

• Matric 
• Higher Grade or Pure Mathematics (Advantageous)
• Mnium 4 years’ experience in Call Centre
• Microsoft Excel (Advantageous)
• Quality Assurer Certification (Advantageous)