Claims Quality Consultant (JG9)

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.