Job Description

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

The Senior Quality Assessor will be responsible for providing advanced quality oversight, ensuring framework compliance and driving continuous improvement across operational areas. The role focuses on identifying high-risk trends, guiding Quality Assessors, and ensuring stakeholder confidence through accurate reporting, analysis, and intervention outcomes that elevate client experience and operational excellence.

Requirements

QUALIFICATIONS

Grade 12 / Matric (Essential).
Tertiary studies in related field (Advantageous).

EXPERIENCE

Minimum of 7 years' experience in quality assessment and internal business process management within a medical scheme administration environment.
Extensive experience in QA and QA related frameworks.

KNOWLEDGE

Strong knowledge of GEMS rules and benefits.
Expertise in governance and risk management processes.
Familiar with call centre, claims, membership technology, and procedures.
Financial acumen related to budget and cost management.

Duties & Responsibilities

PROCESS

Conduct second-level quality assessments to validate the accuracy and consistency of Quality Assessors' evaluations.
Audit the effectiveness of the Quality Assurance Framework to ensure adherence to governance, process and risk standards.
Analise data from quality reviews, client complaints, call centre interactions, surveys and member feedback to identify systemic risk or recurring process issues.
Recommend interventions and corrective action plans for high-risk or underperforming areas.
Continuously assess the quality assurance methodology and internal controls for adequacy, efficiency and compliance.
Ensure that QA activities align with regulatory requirements, scheme rules and contractual client service standards.
Lead and participate in projects aimed at improving service quality, operational performance and member experience.
Develop, test and refine quality monitoring tools, scoring templates and reporting dashboards.
Prepare high-level reports and presentations on QA outcomes, trends and risk themes for management and key stakeholders.
Track and report on the implementation and impact of quality interventions and improvement initiatives.
Leverage technology and data analysis tools to enhance the accuracy, efficiency and insightfulness of QA activities.
Monitor key quality performance metrics and produce periodic trend analysis for decision making.

CLIENT

Build and maintain relationships with clients and internal and external stakeholders.
Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within area of responsibility.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
Serve as a trusted advisor to stakeholders by interpreting QA trends, performance data and recommending sustainable improvements.
Monitor and support delivery against client service level agreements (SLA).
Ensure that client expectations are managed through accurate reporting, proactive communication and timely follow-up.
Provide technical guidance, coaching and mentorship to QA Assessors to enhance their analytical and quality evaluation skills.
Conduct calibration sessions to ensure scoring consistency and shared understanding of quality standards.

PEOPLE

Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
Positively influence and manage change and offer specialist support where required.
Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
Take ownership for driving career development.
Provide leadership and technical guidance to Quality Assessors, helping them develop their skills and achieve their performance goals.
Design and deliver training programs to improve the quality of assessment skills of team members.
Lead change management initiatives to implement new quality assurance processes and standards.
Foster a culture of innovation by encouraging the development and implementation of new ideas and approaches to quality assurance.
Monitor the performance of Quality Assessors and provide feedback to ensure continuous improvement.

FINANCE

Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
Contribute to the development of quality assurance budgets and ensure cost-effective use of resources.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Provide detailed reports and analysis on quality metrics and trends to inform decision-making and strategic planning
Identify and manage risks associated with quality assurance activities, escalating issues as needed for resolution.

Competencies

Advanced technical skills in quality assurance and data analysis.
Proven leadership and team management abilities (Key Focus on Projects).
Competence in generating comprehensive quality and statistical reports.
Strong client service and relationship management skills.
* Excellent communication and stakeholder management skills.