What will you do?

Monitors and evaluates the quality of inbound and / or outbound telephone calls. Documents quality issues and performance measures for management review.

Analyses contact centre trends, including call volumes, call patterns, staff productivity and attrition rates. Provides information to assist in the feedback and formal education process of individuals on the phone.

May act as subject matter expert. May recommend operational improvements.

What will make you successful in this role?

Qualification and Experience

Diploma with 4 to 6 years experience or Grade 12 with 6 to 8 years related experience.

Knowledge and Skills

Call monitoring and assessmentsCoaching and developing consultantsTrainingProcess management and standards alignmentReporting

Personal Attributes

Interpersonal savvy - Contributing independentlyDecision quality - Contributing independentlyPlans and aligns - Contributing independentlyDirects work - Contributing independently

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 four business clusters Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independently

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