Quality Assurance at Sanlam Group

What will you do?

• Under general supervision responsible for a combination of sales and customer service, both pro-active and re-active. Duties include cross-selling to clients as well as nurturing the client relationship. A knowledge/background of credit, finance would be advantageous in the job. Good interpersonal skills are essential for the success of this position.

What will make you successful in this role?

Job purpose

• The Quality Assurance Specialist will be responsible for the improvement of knowledge and skill by means of a quality assurance process and coaching in the Communication Centre.

Key outcomes

The following outcomes will be expected to be achieved by the Communication Centre: Quality Assurance

• Implementation of quality assurance best practices, processes and procedures and standards
• Measurement of quality of call, e-mails, faxes and letters in all areas of the Communication Centre
• Results orientated coaching to improve client experience
• Analyse, facilitate and co-ordinate continual feedback to consultants and /management
• Compile individual performance reports, recording all feedback to consultants
• Review the standards that are measured and suggest improvements of the standards to management
• Identify training and development needs of individuals and liaise with support managers to ensure these gaps are addressed
• Provide input into projects to improve customer experience when required
• Facilitate team workshops on quality and soft skills

Qualifications And Experience

• Grade 12/Matric
• Relevant financial qualification will be a recommendation as well as 3 years’ experience in an investment environment
• Previous Coaching experience
• Knowledge of Quality Assurance best practices in a Call Centre environment will be an advantage
• Knowledge of Glacier products and processes

Competencies

• Treating Customers Fairly
• Exceptional Communication skills – Written & Verbal (English and Afrikaans)
• Contributing to Team Success
• Leadership
• Coaching
• Decision Making skills
• Initiative
• Information Monitoring
• Relationship Building skills
• Attention to Detail

Attributes

• Positive, enthusiastic attitude
• Teamwork
• Ability to thrive under pressure
• Honesty, integrity and respect
• Ability to lead change

Qualification And Experience

• Grade 12 with 3 to 4 years related experience.

Knowledge And Skills

• Financial advice and support
• Assist with production target achievement
• Compliance
• Partnership and network building

Personal Attributes

• Business insight - Contributing independently
• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Plans and aligns - Contributing independently

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently