Overview
Claims Quality Consultant (JG9) Jobs in Roodepoort, Gauteng, South Africa at Santam Business
Title: Claims Quality Consultant (JG9)
Company: Santam Business
Location: Roodepoort, Gauteng, South Africa
CAREER OPPORTUNITY
Santam Tailored Claims Solutions has a position available for a Claims Quality Consultant, based in Constantia Kloof, Roodepoort, Johannesburg.
What Will You Do
The Claims Quality Consultant monitors and analyses the interactions of Client Service Consultants, Desktop Assessors and clients to provide feedback on adherence to policies, procedures and customer experience whilst maintaining relationships with Business Partners.
The Claims Quality Consultant identifies opportunities for assessments and coaching of staff for training or process improvement while facilitating employee development. The Quality consultant will execute audit 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.
What Will Make You Successful In Your Role
Plan and assist in conducting of regular quality and risk review procedures
Accurate measurement of calls, emails and data quality
Identify and implement improvement opportunities
Provide feedback to Business
Keep abreast on internal and external developments and practices to ensure their input and advice is appropriate and forward looking
Assist in complying with Short-Term regulation.
Collaborate on initiatives / projects
Evaluating and measuring customer experience and other performance outcomes.
Design and develop QA model.
Responsible for revising Standard Operating procedures for the business unit
Qualifications & Experience
Matric/Grade 12
Short-term insurance related qualification
Audit qualification or equivalent qualification.
Excellent communication skills
Report writing
Must be computer literate (MS Office – Intermediate level)
At least 3-5 years’ experience in the short-term insurance Claims environment.
Experience working with High-Net Worth clients
Coaching experience
Knowledge And Skills
Detail orientated
Customer Experience knowledge (VOX)
Working knowledge of the auditing processes
Organisational awareness
Process improvement skills
Interpersonal sensitivity
Experience in high volume processes management
Must have people management skills
Negotiation skills
Well-developed administrative capabilities
Personal & Commercial policy knowledge
Knowledge of motor and non-motor claims process
Ability to work under pressure
COMPETENCIES
Deciding and Initiating Action
Client Service Orientation
Teamwork and Support
Building Relationships
Problem Solving
Performing under Pressure
Enabling innovation
Driving Strategy
Emotional Intelligence
About The Company
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of insurance good and proper.
Qualified applicants are invited to submit their cover letter, CV and salary requirements in MS Word format online at www.santam.co.za/careers. Please indicate the position for which you are applying. Should you be aware of a qualified individual, please pass this vacancy on to them.
