Call Center Officer

Old Mutual, a premium African financial services organization, is seeking a highly competent, results-oriented medical professional to focus on quality improvement within their call center operations. This is an excellent opportunity to join an organization that is firmly committed to championing mutually positive futures across Africa.

About the Quality Assurance Officer Role

The successful candidate will ensure that customer service and interactions meet the company’s standards for quality, accuracy, and customer satisfaction. They will identify areas for improvement and work with various teams to ensure cost-efficiency throughout the process, with a particular focus on healthcare service quality.

Key Responsibilities of the Quality Assurance Officer

Customer Interaction Monitoring

• – Review calls, emails, chat logs, and other customer interaction channels to assess quality and accuracy of information
• – Ensure call center agents follow call scripts and adhere to acceptable matrix
• – Verify agents maintain professionalism and resolve issues efficiently
• – Confirm proper use of systems, tools, and processes for handling customer inquiries

Outpatient Request Evaluation

• – Review outpatient requests to identify emerging trends and issues
• – Identify areas of concern from cost and quality perspectives
• – Liaise with medical service providers to address quality concerns
• – Work with underwriters on policy recommendations for identified issues
• – Monitor and improve outpatient turnaround times

Approval Process Oversight

• – Drive cost-saving initiatives
• – Monitor accuracy of approvals and declines
• – Ensure consistency in communications to providers and customers
• – Standardize outpatient approvals across clinical teams

Feedback and Performance Improvement

• – Deliver constructive feedback to agents on their performance
• – Identify strengths and areas needing improvement
• – Recommend Continuing Medical Education (CME) opportunities
  – Track and report key metrics (NPS, NES, FCR)
• – Share insights with management for process, product, and system improvements

Documentation and Reporting

• – Document all quality assurance and control activities
• – Review and approve quality-related documentation such as SOPs
• – Prepare quality performance reports for senior management
• – Highlight key metrics, audit findings, and improvement initiatives

Continuous Improvement Support

• – Suggest process improvements based on customer feedback
• – Analyze observed performance and industry trends
• – Promote a culture of continuous improvement

Requirements for the Quality Assurance Officer Position

Educational Qualifications

• – Bachelor’s degree in Clinical Medicine, Nursing, or Health Systems Management
• – Registration and certification by the relevant professional council (e.g., Nursing Council, Clinical Officer Council)
• – Professional certifications in quality management (advantageous)

Experience and Skills Required

• – Minimum 3 years of experience in Quality Assurance within a health insurance environment
• – Exceptional attention to detail
• – Excellent verbal and written communication skills
• – Strong analytical thinking and problem-solving abilities
• – Demonstrated team collaboration capabilities
• – Experience with QA methodologies and regulatory compliance management
• – Proficiency in data analysis and compilation

Core Competencies

• – Effective communication
• – Professional courage
• – Work direction and accountability
• – Trust building
• – Process optimization
• – Technical savvy
• – Complexity management

About Old Mutual

Old Mutual offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries throughout Africa. Their lines of business include Life and Savings, Property and Casualty, Asset Management, and Banking and Lending.

The company is deeply rooted in its purpose of “Championing Mutually Positive Futures Every Day” and believes that great customer experiences are anchored in great employee experiences.

Join Old Mutual’s Journey to Write Africa’s Story Together

Old Mutual is a firm believer in the African opportunity, and their diverse talent reflects this commitment. If you’re ready to contribute to quality excellence within a leading financial services organization, this Quality Assurance Officer position offers the perfect opportunity to make a meaningful impact.