Old Mutual
Quality Assurance officer - GI Claims Uganda
This job is now closed
Job Description
- Req#: JR-54073
- 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.
Lets Write Africa's Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
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.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, TeamworkEducation
Bachelors Degree (B): Business Management (Required)Closing Date
20 May 2024The Old Mutual Story!
About the company
Old Mutual Limited is a pan-African investment, savings, insurance, and banking group.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.