Quality Assurance Motor Support (JG9) X2
Johannesburg, Gauteng, South Africa
2 positions are available in Santam Motor Support: Quality Assurance (JHB, Hill On Empire) for a position as a Quality Assurance Consultant.
Division: Motor Support: Quality Assurance.
Reports to: First Line Manager: Quality Assurance.
Job grade: 9
Location: JHB
WHAT WILL YOU DO?
The 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.
KEY RESPONSIBILITIES INCLUDE:
- Plan and assist in conducting regular quality and risk review procedures.
- Accurate measurement of call and data quality.
- Provide feedback to individuals and leaders.
- Keep up to date on internal and external developments and practices to ensure their input and advice is appropriate and forward-looking.
- Help to ensure that the Motor Claims area 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.
- Complete evaluation & moderation on business processes & SOPs.
QUALIFICATIONS AND EXPERIENCE
Qualification:
- Matric.
- Insurance-related qualifications an advantage.
- Relevant NQF Level 4 - FAIS 30 credits an advantage.
- Relevant NQF Level 5 - ETDP 50 Credits an advantage.
Experience:
- Minimum 5 years Short Term Insurance Claims experience.
- Good understanding of contact centre processes and SLAs.
- Good understanding of the motor claims process.
- Coaching skills and experience.
- Excellent computer literacy, particularly Intermediate Excel.
- Report writing experience an advantage.
SKILLS
- Detail orientation.
- Organisational awareness.
- Process improvement skills.
- Interpersonal sensitivity.
- Proficient in English and Afrikaans.
COMPETENCIES
- Working with people.
- Deciding and Initiating Action.
- Client Service Orientation.
- Team Work and Support.
- Building Relationships.
- Communication.
- Problem Solving.
- Delivering Quality.
- Enabling innovation.
APPLICATION
The appointment will be made in line with the Divisional Employment Equity targets. Please apply on-line.
Closing date: 22 January 2024.
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