Quality Assurance Officer

Position Purpose:To ensure the service to the customers is evaluated against a set standard by performing a monthly evaluation of each staff member on the Quality control completed for thatmonth.

Experience: Minimum 3 years quality assurance experience in the medical aid administration industry.

Qualifications: Matric, relevant Quality qualification will be advantageous.

• Follow procedures and cooperate with peers and leader for best possible service delivery
• Conduct consistent quality assessments by the required deadlines and provide impactful
• feedback on identified quality issues, concerns and successes that lead to measurable improvements
• Perform member satisfaction surveys which includes sending email surveys to members and recording the feedback, doing outbound calls to obtain more feedback if necessary, escalating and reviewing any poor reviews received to the appropriate Team leader to resolve
• Complete root cause analysis and present this feedback to line managers
• Identify and implement creative, impactful solutions to identified or potential quality issues
• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

Skills and Abilities

• Business Writing Skills
• Communication Skills
• Problem Solving
• Communication Skills
• Attention to Accuracy and Detail
• Numerical Ability
• Customer Focus
• Relevant systems knowledge and application

Knowledge

• Understanding of Call Centre technology
• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures

  Note: Company reserves the right to close the advert before specified closing date.

  PHA has its head office in Westville, KwaZulu-Natal. It operates country-wide with a nationally linked network and uses a robust, flexible, as well as integrated system to ensure efficient and effective administration of membership and benefits.