DQ Telematics Specialist | Talent Pool

Discovery – Insure

DQ Telematics Specialist | Talent Pool

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Insure

Discovery Insure is committed to creating a nation of great drivers through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor and home insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East. The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.

Key Purpose

To perform debugging of telematics system failures and simultaneously build automated operational reporting tools to reduce manual/administrative components. Technical troubleshooting and resolving complex problems, with customers and stakeholders within service level agreements (SLA).

Reporting of root cause analysis and improve technical processes and efficiencies. Ad hoc reporting to management on campaigns, whilst identifying improvements on customer engagement.

Areas of responsibility may include but are not limited to

• Identifying bugs in the system and project manage fixes
• Call handling within predetermined Service Level Agreements (SLA) and Turn Around Time (TAT)
• First time resolution and accountability of complaints, including feedback to all relevant stakeholders
• Reaching out to client with technical issues
• Overview and management of root cause analysis of technical queries, trends and provide suggested solutions
• Key metric reporting (further enhancing our reporting function)
• Analysis of metrics for underlying trends
• Working across multiple teams to find solutions to complex problems
• Programming/automating solutions to reduce administrative burden on yourself
• Report on engagement stats

Skills

• Knowledge and experience in working with our Vitality drive product and associated partners and all its technical elements

Education and Experience

Education:

• Matric
• PSIRA accreditation (Advantageous)
• Degree (Advantageous)

 Minimum Experience:              

• Minimum 2 years outbound call centre experience (Essential)
• Minimum of 2 years experience in a customer services role (Essential)
• Digital platform knowledge (Advantageous)
• Knowledge and experience in working with our Vitality drive product and associated partners and all its technical elements

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.