Job Description

The role of a Training & Quality Assurance Specialist is to ensure the transfer of correct knowledge and soft skills to enable optimal performance for new and existing staff between Discovery and MSO. This includes delivering exceptional, high-quality training on the Standard Operating Procedures (SOPs) across both entities and ensuring system alignment to effectively serve all stakeholders within the Discovery Africa Health Hub. The specialist is also responsible for tracking and monitoring trainee performance once they are live in their roles, addressing any knowledge gaps identified. Additionally, the role involves assessing adherence to quality standards across operations and reporting back to the Operations team on non-compliance issues, process gaps, or opportunities for improvement

Education

Grade 12. Advanced MS Office Knowledge Tertiary business qualification advantageous

Experience

Minimum 2 years of healthcare funding / administration experience Relevant Tertiary qualification advantageous 2 years of Client Services experience advantageous MSOI business processes knowledge advantageous Vitality Health International Product and Processes knowledge advantageous Nursing, Emergency & Trauma services qualification and experience advantageous

Knowledge, skills and attitude:

Instructional design principles Quality Management concepts Training Facilitation techniques Learning Management systems Health Insurance product and benefit knowledge Working with people Proactive behavioral bias Planning and organising Delivering results and meeting customer expectations Creating and innovating Presenting and communicating information Persuading and influencing Coping with pressure and setbacks Adhering to principles and values Attention to detail Decision-making skills Ability to speak and write in either French, Portuguese, Swahili advantageous

Duties and Responsibilities included but not limited for all MSO Companies and subsidiaries:

Facilitate training interventions aimed at improving staff performance Track and monitor performance of new inductees Feedback performance improvements and interventions to key stakeholders Facilitate the orientation and training of new staff Identify training needs and address areas of concern Utilise blended learning solutions to deliver effective and engaging training Responsible for developing content and acquiring sign off by the Learning and Development (L&D) team. Quality assurance assessments across functions to ensure compliance and objective requirements Reporting and analyzing data Maintain and develop internal quality standards Audit Claims in line with SLA
Job Type: Permanent

Experience:

Managed Healthcare administration: 5 years (Preferred) Training or Learning and Development: 2 years (Preferred) contact center quality assurance: 2 years (Preferred)
Application Deadline: 2025/07/07