Complaints Quality Assurance Officer (CPT Onsite) at Datafin Recruitment

ENVIRONMENT:

• A dynamic Micro Insurer urgently seeks an energetic, positive and self-driven Complaints Quality Assurance Officer to monitor and evaluate inbound and outbound complaint calls.
• You will also ensure all handling of complaints is compliant with insurance regulations, TCF principles, and internal frameworks, and compile weekly and monthly QA reports while tracking improvements in quality scores and complaint resolution efficiency.
• Applicants must have Grade 12/Matric or similar qualification and preferably a Degree/Diploma in Business Administration, Insurance or related field with 2+ years’ experience in insurance complaints handling, call centre, QA or customer service monitoring including proficiency in MS Office – Excel, Word & Outlook.

DUTIES:

• Monitor and evaluate inbound and outbound complaint calls.
• Assess calls.
• Ensure all handling of complaints is compliant with insurance regulations, TCF principles, and internal frameworks.
• Provide structured feedback and coaching.
• Implement improvements based on QA findings.
• Compile weekly and monthly QA reports.
• Track improvements in quality scores and complaint resolution efficiency.
• Collaborate with cross-functional teams to enhance scripts, procedures and customer interaction standards.
• Support onboarding and refresher training for new and existing consultants.
• Assist with operational backlogs and ad hoc reporting.

REQUIREMENTS:

Qualifications –

• Grade 12 or similar qualification is essential.
• Degree or Diploma in Business Administration, Insurance or related field is preferred.

Experience/Skills –

• 2+ Years’ experience in insurance complaints handling, call centre, QA or customer service monitoring.
• Admin experience.
• Experience with MS Office, especially Excel, Word and Outlook are required.
• Excellent written and verbal communication skills in English is essential.

Advantageous –

• Experience in regulated environments.
• Additional proficiency in Afrikaans, isiXhosa, isiZulu.

ATTRIBUTES:

• Ensure that clients/staff are addressed in a professional, helpful, and friendly manner.
• Ability to work independently and in a team with a strong focus on results.
• Good time management and attention to detail.
• Adhere to deadlines and be able to work under pressure.
• Ability to use own initiative and be proactive.
• Responsible & Reliable.
• Honesty & Integrity.