Technical Quality Analyst (JG8)Santam Insurance

What will you do?

• The Agri Commercial Contact Center have an exciting position available for a Technical Quality Analyst. 
• 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

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:

• Analytical thinking - ability to analyse and apply information and data 
• Appreciation of insurance and underwriting principles 
• Applying expertise and technology 
• Achieving personal work goals and objectives 
• Curious about new developments, technologies, and application to risk management 
• 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)

Knowledge and Skills;

• Call monitoring and assessments
• Coaching and developing consultants
• Training
• Process management and standards alignment
• Reporting