Technical Quality Analyst

WHO WE ARE- 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 centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.- At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.**WHAT WILL YOU DO?**
- The Technical Quality Analyst role provides technical underwriting and system support for the various divisions as and enables quicker decision-making when engaging with our intermediaries for new business quotes on larger risks, renewals, amendments and other technical queries.**WHAT WILL MAKE YOU SUCCESSFUL IN THIS ROLE?**
- This role is focused on, but not limited to;- Upskilling new recruits by ensuring the new staff understand all the SOP’s and various processes
- Help with quality checking to ensure thoroughness and completeness before it goes to broker
- Assisting the team with all technical / escalations queries daily with regards process or system issues and logging an incident or change request if required - follow-up on incidents logged. If there is a training need, the technical quality analyst would need to schedule time with IC to train them.
- Provide clarity to the team members with regards to any new Underwriting guideline (circulars) that are published. Ensuring that if this affects the process or SOP that it be discussed with the team manager and changes are made. Be responsible to make the changes to the SOP’s and ensure they are published. The technical quality analyst also will be required to discuss and clarify with COE if required
- Investigate any rework that is linked to any Insurance consultant to understand what went wrong and what can be put in place to ensure it does not happen again
- Assisting the team with all technical / escalations queries daily with regards process or system issues and logging an incident or change request if required - follow-up on incidents logged. If there is a training need, the technical quality analyst would need to schedule time with IC to train them.
- Provide clarity to the team members with regards to any new Underwriting guideline (circulars) that are published. Ensuring that if this affects the process or SOP that it be discussed with the team manager and changes are made. Be responsible to make the changes to the SOP’s and ensure they are published. The technical quality analyst also will be required to discuss and clarify with COE if required
- Investigate any rework that is linked to any Insurance consultant to understand what went wrong and what can be put in place to ensure it does not happen again
- QUALIFICATIONS AND EXPERIENCE- Short term insurance related qualification (min NQF lev 5); or similar
- Minimum of 5 years in an operations environment
- Computer Literate (MS Office Packages)
- KNOWLEDGE AND SKILLS- Appreciation of insurance and underwriting principles
- Achieving personal work goals and objectives
- Good communication skills (verbal and written)
- Information seeking
- Keen attention to detail
- Solution oriented
- Tenacious
- PERSONAL ATTRIBUTES- Interpersonal Savvy
- Decision Quality
- Plans and Aligns
- Directs work
- Flexible and Adaptable (Reliance)