Administrator: Quality Assurance at Old Mutual

Job Description

To provide quality administration service in respect of quality assurance that results in the improvement of service, the minimization of risk and the development of staff which, in turn, contributes to the profitability and growth of the company.

Quality Requirements

• Contribute to the implementation of a quality assurance process within Old Mutual Insure

• Provide feedback for coaching of Old Mutual Insure (OMI) staff based on quality issues identified.

• Identify risks, contribute to action plans and monitor the progress of these.

• Provide input to 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.

• Contribute to monthly/weekly quality reporting.

• Monitor and report on the management of service level agreements and turnaround times.

• Provide regular input to the delivery of a superior customer experience.

• Identify trends and opportunities for improvements or new products/services and escalate to the Old Mutual Insure management team.

• Demonstrate an excellent knowledge of OMI products, claims conditions, retention criteria and loss ratios in order to monitor customer experience

• Actively recommend OMI staff that demonstrate high levels of quality service to their Team Leader and OMI Management.

Quality Service Delivery

• Provide customer services in line with quality and performance standards

• Build positive customer relations and solve or escalate customer queries and complaints

• Gather feedback on customer satisfaction and report to the relevant party

• Proactively suggest improvements in customer service and relations where applicable.

• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Continuous Improvement to ensure Good Quality

• Adhere to agreed processes in order to deliver targeted operational results.

• Continuously strive to enhance and improve the Human Resources processes.

• Represent and market this process internally to peers and clients.

• Identify and report on Human Resource process issues

Cost Control and Governance Adherence

• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures

• Comply with corporate governance policies and procedures and standards

• Operate within agreed mandates.

Quality People Practices

• Align own behavior with the organization culture and values.

• Share and transfer product, process and systems knowledge to colleagues.

• Collaborate and work with the assigned team to deliver required service levels.

• Actively participate in the assigned team to ensure functional balanced scorecard objectives are achieved.

• Ensure achievement of own performance objectives.

• Actively share information with other team members regarding successes, issues, trends and ideas.

• Actively participate in own professional development and career path.

Experience and Education Requirements

• Grade 12

• Commercial or Business Degree will be advantageous

• 2 years Short Term Experience