What will you do?

• The Santam Direct contact centre has a position available for a Sales Coach. These opportunities are available within the Sales department based in Bellville.
• The main purpose of the position is to provide support to the Direct Business by managing all compliance and risk management processes, policies and practices.

Key Responsibilities

• Conduct quality evaluations against set standards, to identify error cause removal and performance enhancement opportunities through coaching, training and remedial processing (quality control);
• Record and document discussion points for improvement monitoring
• Review, analyse and report on the quality of advice provided to the clients during all client-facing interactions
• Track, monitor and report Sales Quality Assurance findings for new policies sold also for the purpose of retaining existing business.
• Review and report on the Quality of Advice provided to the clients during all client-facing interactions in the business (the traditional “QA function”).
• Achieve and maintain the expected quality standards
• Be co-accountable to define the required client experience in collaboration with the client-facing functions and corrections.
• Accountable to escalate non-compliance findings to the Sales Leadership Team, Compliance Officer and/or Head of Santam Direct (depending on the severity). Propose further interventions to prevent reoccurrence, through Standard Operating Procedure-updates, training material updates, system change request/incident processing etc.

Qualifications and Experience

Minimum Requirements:

• Matric
• Completed RE qualification
• NQF Level 4 (Short-Term Insurance Qualification)
• 3 years short term insurance sales contact centre experience (personal and/or commercial lines)
• Coaching and training experience preferable