Quality Assurance Officer - Compliance

• Conduct quality assurance checks on standards of complaints casework, correspondence, and handling
• Analyze complaints to ensure Policies and Standard Operating Procedures are followed, ensure communication with customers (verbal and written) is consistent and of high quality
• Analyze the accuracy of decision making by the complaint handling staff and rate the quality of resolution provided.
• Accompany evaluations with meaningful and constructive feedback
  

MIS And Reporting

• Set up processes and systems to make working with data more efficient
• Research new ways to make use of data
• Present information generated from data to relevant stakeholders