Tamsyn Moodie

• Team Leadership & Development: Lead and mentor a team of 12 Quality Assessors, providing coaching, performance feedback, and ongoing training to ensure continuous skills development and adherence to quality standards.
• Training Alignment & Facilitation: Collaborate closely with learning and development teams to ensure training content is effectively translated into practice through quality assessments. Deliver focused training sessions aimed at improving technical knowledge, compliance, and operational excellence.
• Quality Assurance & Compliance Management: Oversee quality assurance across life savings, risk, gap, and short-term insurance sectors, ensuring assessments comply with regulatory and internal standards. Conduct regular audits and reviews to maintain compliance and identify gaps.
• Performance Monitoring & Data Analysis: Analyze performance data, losses, and trends to identify skill gaps and training needs. Use insights to inform training content improvements, and operational process enhancements.
• Process Improvement & Change Management: Identify opportunities to streamline processes and improve accuracy, collaborating with cross-functional teams to implement changes that support business goals and training outcomes.
• Stakeholder Engagement & Collaboration: Work closely with business units, compliance, and product teams to align quality assurance activities with training initiatives and product launches. Act as a point of contact for training-related queries during system or product changes.
• Documentation & Reporting: Maintain detailed records of quality assessments, training effectiveness, and compliance activities. Provide regular reports to management and training teams to track progress and impact.
• Lapse Management & Training Support: Lead lapse reporting and root cause analysis, delivering targeted training to reduce lapses and improve client outcomes through awareness and process adherence.

• Campaign Planning & Implementation: Develop and manage end-to-end marketing campaigns for Sanlam Direct Call Centres and intermediaries, ensuring alignment with business objectives and stakeholder requirements.
• Quality Control & Compliance: Ensure all campaign content and materials meet brand standards, regulatory compliance, and effectively communicate key messages to clients and intermediaries.
• Content Development & Training Support: Collaborate with content creators and subject matter experts to develop clear, consistent messaging that supports both sales goals and training initiatives, ensuring users understand campaign materials.
• Scheduling and Project Management: Coordinate campaign timelines, manage distribution schedules across multiple channels (mail, email, SMS), and ensure timely delivery of materials to target audiences.
• Performance Monitoring & Reporting: Track campaign execution and effectiveness, analyze data to measure success, and provide actionable insights for continuous improvement and training focus areas.
• Data Validation & Approval: Conduct detailed data testing and validation using tools like Sentrix, Sanport, and Epsilon to ensure accuracy and quality before final approval and distribution.

Training Needs Analysis & Delivery: Identify staff training and coaching requirements through assessments and feedback. Schedule, design, and facilitate targeted coaching sessions to build capability and improve performance.

New Employee Assessment & Development: Support the onboarding process by assessing new staff, moderating evaluations, and providing tailored coaching and guidance to ensure smooth integration and skill development.

Monitoring and Compliance: Maintain and update monitoring systems to track adherence to training outcomes and job responsibilities, ensuring consistent quality standards are met.

Training Content & Script Development: Develop and implement training scripts and materials based on detailed business requirements and processes. Analyze results to refine and enhance training effectiveness.

Continuous Improvement & Collaboration: Work closely with management to identify process improvements, deliver coaching, and uphold quality standards across teams.

Ad-Hoc Training Support: Provide flexible training support to address emerging needs, and ensure team readiness.

Performance Audits & Feedback: Conduct regular sales and quality audits, compiling insights, and delivering constructive feedback to team leaders and managers to drive performance improvements.