Quality Assurance Officer – GI Claims
Company: Old Mutual
Industry: Finance
Location: Kampala, Uganda
Job Description: As a Quality Assurance Officer for GI Claims at Old Mutual, you will play a vital role in ensuring the delivery of high-quality service to our customers. Your responsibilities will include:
- Monitoring and reviewing business unit processes, systems, and adherence to quality standards.
- Identifying areas for improvement in service quality and implementing action plans.
- Providing input on process and system enhancements to address product, process, or quality issues.
- Aligning quality assurance with service standards within the operational environment.
- Monitoring and reporting on the management of service level agreements and turnaround times.
- Maintaining service, quality, and designed outputs through compliance with policies and standards.
- Sharing knowledge and participating in the creation of new standards and procedures to enhance service delivery.
- Analyzing data to identify areas for improvement in the quality system and implementing corrective and preventative actions.
- Performing on-the-job analysis to identify opportunities to improve efficiencies and client service.
- Preparing statistical and trend reports to communicate outcomes of quality activities.
- Collaborating with other departments to determine process improvements that enhance the customer experience.
- Developing and auditing quality assurance strategies to ensure world-class service delivery.
- Assessing and reviewing complaints, concerns, and escalations to develop root cause analysis and corrective action plans.
- Supporting staff in handling escalated issues and providing guidance for resolution.
- Monitoring and evaluating team performance for consistency in adherence to company guidelines.
- Making recommendations to management regarding policy, process, and procedure development.
Skills Required:
- Action Planning
- Business Management
- Corrective and Preventive Action (CAPA)
- Customer Service
- Development of Action Plans
- Employee Relationships
- Compliance Enforcement
- Organizational Skills
- Policy Development
- Quality Assurance (QA)
- Quality of Service (QoS)
- Quality Standards
- Service Delivery
- Service Level Agreement (SLA)
- Service Standards
- Teamwork
Education: Bachelor’s Degree in Business Management (Required)
Closing Date: 20 May 2024
Apply Here: Old Mutual Careers
About Old Mutual: Old Mutual is a leading African financial services organization offering a wide range of solutions to retail and corporate customers across 14 countries. Our lines of business include Life and Savings, Property and Casualty, Asset Management, and Banking and Lending
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