Call Miner Analyst

Requirements:

• Grade 12 / Standard 10 / Matric / NQF 4
• Regulatory Exam
• STI FAIS credit
• Class of Business
• Covid Vaccination Certificate
• Proven track record with a minimum of 5 years of experience in a Client Services environment within a Direct Short-Term Insurance company
• CallMiner/Speech Analytics experience is a must
• 3+ years of relevant QA technical experience.
• Create clear, concise detail detail-oriented plans/cases.

Responsibilities:

• Utilize quality tools & processes of various data sources to find & identify quality issues.
• Working closely with internal business units to resolve any quality issues.
• Create test plan components; execute the plan and follow activities in the plan to ensure that all the objectives are met and that the solution works as expected. The solution should be tested in terms of functionality, performance, reliability, stability, and compatibility with other external systems.
• To make sure that testing is well defined, planned,d executed. The analyst does this by ensuring that every phase and feature of the software solution is tested and that any potential issue is identified and fixed before the product goes live.

Additional Requirements:

• Helps to identify quality gaps
•  Recommend reporting processes to track quality improvements, enhance current systems
• Help prioritize high-value quality projects
• Assist with developing standardized testing methods, which facilitate the quality checking process.
• Designs quality analysis in reports to present them to management.
• Experience in any quality administration-related activities.
• Knowledge and experience in technical aspects of software solutions being tested
• Business process understanding
• Review functional and design specifications
• Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.
• Extract data from CallMiner/Speech analytics and convert it into meaningful information that can enhance the effectiveness of business decisions.
• Develop reports of a strategic, tactical, or operational nature as required. Develop high-level analytical reports to respond to key business issues and current business needs.

Experience:

• Compile strategic dashboards and present them to stakeholders at various levels of the organization ·
• The ongoing production of MIS outputs and reports to ensure consistent information supply in the required format/frequency.
• Liaison, consultancy, and relationship building with internal clients, ensuring their information requirements are satisfied. ·
• Service ad-hoc requests from CallMiner project owners
• Identify and leverage possible areas of optimization to enhance the organization’s vice offering·
• Management of existing reports/dashboards.
• Conduct benchmarking exercises and incorporate market research into reporting to enrich analysis and improve the competitive advantage

Competencies:

• Willingness to acquire knowledge of new technologies to solve quality problems.
•  Excellent problem-solving and analytical skills.
•  Able to work independently, self-directed and solutions-oriented.
• Sound organizational and planning skills with lid attention to detail.
• Effective communication skills and excellent interpersonal skills.
• Experiences in Quality Management Software and Processes

Skills:

To apply, please visit https://careers.sanlamcloud.co.za/MiWay/job/Midrand-Call-Miner-Analyst-Gaut/805372501/?feedId=284701&utm_source=LinkedInJobPostings&utm_campaign=Sanlam_Linkedin