Quality Assurance Analyst: PPS Mutual at PPS

Job Advert Summary    

As the Quality Assurance Analyst, your pivotal role encompasses overseeing the QA function within the PPS Mutual environment, ensuring strict adherence to quality assurance and compliance criteria, as well as actively engaging in claims administration. This multifaceted position is instrumental in facilitating the development and implementation of frameworks and processes to drive continuous improvement in knowledge, skills, and competencies, ultimately enhancing our ability to deliver exceptional client experiences. Your responsibilities span a wide spectrum, including offering guidance and feedback to Operations Managers and PSA staff, implementing quality control protocols, and conducting monthly quality assurance evaluations. Additionally, you will take on claims administration duties, offer essential training support, maintain the quality of the claims process, and provide crucial assistance with operational processes, system requests, and the management of call center overflow calls. Your contribution to our team culture is equally vital, achieved through collaborative efforts, effective communication, and the exchange of innovative ideas.

Minimum Requirements    

Experience:

• Min 3 years’ experience in similar role – Preferably have quality assurance experience in the financial services sector.
• 1 - 3 years claims experience will be an advantage
• Call centre / PSA experience will be an advantage.
• Knowledge of training, quality assurance and claims administration principles
• Microsoft Office Package at an advanced level

Duties and Responsibilities    

• Build on the Quality Assurance framework and processes.
• Effectively monitor and evaluate client interactions and implemented processes using the appropriate tools.
• Working with cross-functional teams to deliver exceptional service to all customers according to the published service levels and quality standards.
• Monitoring and evaluating inputs i.e. technical training provision and outputs i.e. client interactions
• Assuring “right first time” principle – mistakes eliminated understanding the customers’ needs and requirements.
• Managing the monitoring, measurement, and review of internal processes
• Provide guidance and feedback to Operations Managers and PSA staff when required and as requested by Managers in relation to non-conformance to processes, work instructions and systems functionality.
• Understand and implement quality control procedures to ensure service delivery to achieve required quality standards.
• Quality Assure 3 workflows for each PSA per month by randomly sampling.
• Provide quality service to our clients and action requests on system where applicable.
• Assist the team as and when required with the process execution and Call centre workflows

Drive improvement and efficiency in Quality Assurance

• Understanding of changing needs and ensure actions are taken to address these
• Assist in defining and improving processes and identifying needs for operational efficiency.
• Effectively propose and apply actions necessary for improvement.
• Utilise relevant technology to enhance training quality and function.
• Promote Risk consciousness through QA process.
• Provide guidance and feedback to Operations Managers based on deviation of processes and escalation data.
• Understand and implement quality control procedures in relation to the expectation of advisers and members.

Claims

• Responsible and do Claims administration and follow ups in line with Work Instructions
• Assist with continuous training of Technical Claims Specialist and PSA's as required from time to time
• Quality Assurance of the claims administration

People

• Identify team training needs with Management and Trainers
• Provide support to Managers.
• Enable an environment in which people can live the continuous improvement culture.

Stakeholder management

• Establish, maintain and build relationships with key stakeholders
• Ensure effective and continuous communication and updates on issues to the team
• Solicit feedback from clients from customers to access whether their requirements have been met