Website Santam Insurance
Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. S… read moreantam is a subsidiary of Sanlam Limited and has been listed on the Johannesburg Stock Exchange (JSE) since 1964. 1 Sportica Crescent Tyger Valley Bellville, 7530
Key Responsibilities
Plan and assist in conducting of regular quality and risk review procedures
Accurate measurement data quality
Identify improvement opportunities
Provide feedback to Individuals and Leaders
Implement improvement opportunities
Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking
Help to ensure that the CLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area
Collaborate on initiatives / projects
Evaluating and measuring customer satisfaction and other performance outcomes
Design and develop QA templates
Standard Operating Procedure (SOP) adherence
Support team engagement and teamwork
Qualifications
Matric / Grade 12
Short term insurance related qualification (min NQF lev 4); or similar
RE is advantageous
Experience and Knowledge
Minimum of 3 – 5 years’ experience in short term insurance, commercial lines and/or Agri assets
Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE).
Coaching skills and experience
Previous Quality Assurance experience advantageous
Excellent computer literacy, particularly Intermediate Excel
Report writing experience an advantage
Experience in a client service environment
Experience in contact centre technology applications
Good understanding of basic financial principles, e.g. profit, growth, etc.
Good understanding of contact centre processes and SLA’s
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Apply via company website ( http://www.santam.co.za ) or