Complaints Quality Assurance Officer (CPT Onsite)

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 framew...