Sales Coach

Job Description

As a Sales Coach at Santam Direct in Cape Town, you will play a vital role in enhancing the performance of the sales team within the contact centre. Based in Bellville, you will conduct quality evaluations, provide coaching, and ensure compliance with risk management processes. Your efforts will focus on improving the quality of client interactions, driving sales excellence, and supporting Santam’s commitment to delivering exceptional customer experiences in the short-term insurance industry.

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.

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 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 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 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.