Quality Assurance officer – GI Claims Old Mutual

Monitor and review the business unit’s processes, systems and adherence to quality standards and identify areas for improvement on the overall quality of service provided to customers.

Job description
• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyse data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiencies and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the line manager.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Any other tasks/duty as may be assigned by the Line manager.

Skills
Action Planning, Business, Corrective and Preventive Action (CAPA), Customer Service, Development of Action Plans, Employee Relationships, Ensure Compliance, Excellent organizational, planning and prioritizing skills, Policy Development, Quality Assurance (QA), Quality of Service (QoS), Quality Standards, Service Delivery, Service Level Agreement (SLA), Service Levels, Service Standards, Teamwork

Education
Bachelors Degree (B): Business Management (Required)