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First Line Manager- Quality Assurance

Sanlam - Johannesburg, Gauteng

Job Details

Permanent

Full Job Description

Career Opportunity

Santam Broker Solutions: Operations – Shared Services has a position available for a Quality Assurance Team Manager. The position will be based in Park town, Johannesburg

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.

Qualifications and Experience

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.

Skills

Computer literate (MS Office package).
Santam’s 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)

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 self-regulate 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 five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, 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.

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