Quality Assurance Manager

Responsibility:-

• Responsible to manage the customer services function according to agreed standards and ensuring that high service levels are maintained.

• Identifies, prioritises and addresses customer needs by providing a variety of services.

• Must be fully versed in all aspects of the company''s products and services.

• Monitors all product or service-related queries, e.g. membership welcome packs.

• Manage and maintain daily operations in multiple areas - claims processing, membership enrollment, eligibility, and client support. Is responsible for statistical reports on the team’s performance.

• Handle and settle complicated customer service issues which cannot be resolved by junior staff.

• Responsible for managing, engaging, and developing direct reporting staff in their day-to-day activities and ensuring key performance indicators are monitored, improved, or updated as the business develops.

• Improve processes and policies in support of the organisational goals.

• Monitor adherence to rules, regulations, and procedures.

• Ensure that department milestones are met and adhered to.

• Work with all departments to enhance processes and provide input to boost turn-around times.

• Support back-office and company-wide training programs, reinforcing technology and operations infrastructure between departments to ensure consistency and quality standards are met.

• Identify trends and assess opportunities to improve processes and execution in the client services area.

• Play a significant role in long-term planning, including initiatives geared toward operational excellence.

• Keep abreast of industry, business, and system changes.

Qualifications:

• Bachelor’s degree in business, business administration or a similar field.

• FAIS Compliant (RE 5 and class of business)

Skills and Experience:

• At least four (4) to six (6) years experience in a health care operations and management role.

• A thorough understanding of SA’s medical terrain - legislation, growth opportunities, etc.

• Strong interpersonal skills and the ability to engage various parties appropriately for optimal outcomes

• Strong analytical and problem-solving skills and pays attention to detail.

• Superior judgment, negotiation, and decision-making skills.

• Strong ethics and a high level of personal and professional integrity.

• Strong administration skills.

• Ability to manage multiple priorities, and assess and adjust quickly to changing priorities.

• Oral and written communication skills when preparing reports and giving presentations.