Customer Experience & Quality Assurance Lead

Healix International

Cape Town

On-site

ZAR 350,000 - 550,000

Full time

5 days ago

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Job summary

Healix International is seeking an experienced Customer Experience & Quality Specialist to safeguard and improve customer interactions across complaints handling, audits, and feedback. You will own complaints, audit calls/cases, and analyze satisfaction data to drive improvements, while ensuring compliance and high service standards across global regions.

This role blends analysis, stakeholder engagement, and quality assurance in a regulated environment, with opportunities to impact the

Qualifications

Experience in call and case audits within quality or assurance frameworks.
Experience handling customer complaints or escalations in regulated environments (e.g. insurance, financial services, contact centres).
Strong analytical and communication skills with ability to present insights to stakeholders.
Formal qualification or certification in quality assurance, complaints handling, customer experience or audit.

Responsibilities

Receive, log and manage complaints from patients, clients, insurers and partners across global regions.
Coordinate investigations with medical teams and claims coordinators; maintain a centralised complaints log.
Produce clear audit findings, scores and insights for internal and client use; present outcomes in client meetings.
Track audit activity and ensure all client requirements are met.
Share quality insights with operations and leaders to drive improvements.