Job Description
Full job descriptionCAREER OPPORTUNITYA position is available in Santam Motor Support: Quality Assurance (JHB, Hill On Empire) for a position as a Quality Assurance ConsultantWHAT WILL YOU DOThe Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners.Quality Assurance supports business (Motor: FNOL, Glass, Control Room, CSC, Assessors, Car Hire & MAC.) by aligning the QA processes and coaching to be in line with business strategy.Quality Assurance identifies opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development. The Quality Assuror will execute assessments of both live and historical interactions, Process improvement initiatives, Qualitative and quantitative reporting (Daily, weekly, and monthly performance, trend analysis and calibration) will also form an integral part of the job requirement.
Responsibilities + Skills
Education
MatricInsurance related qualifications an advantage:Relevant NQF Level 4 - FAIS 30 credits an advantageRelevant NQF Level 5 - ETDP 50 Credits an advantage
Experience
Minimum 5 years Short Term Insurance Claims experienceGood understanding of contact centre processes and SLAsGood understanding of the motor claims process.Coaching skills and experience
