Claims Quality Consultant

**CAREER OPPORTUNITY**
- Santam Claims has a position available for a Claims Quality Consultant within Tailored Claims Solutions team, based in Constantia Kloof, Weltervreden Park, Johannesburg**JOB DESCRIPTION**
- The Claims Quality Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners.- The team supports the Tailored Claims Solution structure by aligning the processes and coaching to be in line with business strategy.- 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.**KEY RESPONSIBILITIES**
- Plan and assist in conducting of regular quality and risk review procedures
- Identify improvement opportunities
- Provide feedback to individuals and leaders
- Implement improvement opportunities
- Keep up to date on internal and external developments and practices to ensure their input and advice is appropriate and forward looking
- Help to ensure that claims area operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area.
- Collaborate on initiatives / projects
- Evaluating and measuring customer experience and other performance outcomes.
- Design and develop QA templates
- Responsible for revising Standard Operating procedures for the business unit

**QUALIFICATIONS & EXPERIENCE**
- Matric/Grade 12
- Must be computer literate (MS Word, MS Excel and MS Power Point - Intermediate level)
- Relevant NQF 4-FAIS 30 credits an advantage
- Relevant Level 5- ETDP 50 Credits an advantage
- 5 years experience in the short-term insurance claims environment (experience with High-Networth customer base will be advantageous)
- Insurance related training experience
- Good understanding of Motor and Non Motor claims
- Good verbal and written skills
- Report writing
- Working knowledge of the auditing processes
- Coaching experience
- Customer Centricity experience.

**KNOWLEDGE AND SKILLS**
- Detail orientated
- 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- Working with people
- Deciding and Initiating Action
- Client Service Orientation
- Team Work and Support
- Building Relationships
- Communication
- Optimizing Technology
- Problem Solving
- Delivering Quality
- Performing under Pressure
- Enabling innovation
- Driving Strategy
- Commercial Orientation
- Change Leadership
- Talent Enablement
- 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.-
- Please note this appointment will be made in line with the Santam Employment Equity targets. People with disabilities are welcome to apply.