GAP Claims QA, Complaints & Training Specialist

Old Mutual Limited; Cape Town; On-site; ZAR 360,000 - 520,000; Full time

Job summary

Old Mutual Limited in Cape Town is seeking an experienced QA, complaints and training specialist to strengthen quality controls, monitor trends and support remediation actions. You will draft responses, coordinate root-cause analysis and drive governance with stakeholders.

The role focuses on learning interventions and ensuring standardized GAP processes are embedded across teams. Applicants should have 5+ years in retirement fund administration or related areas, strong analytical skills and

Qualifications

• Matric or relevant tertiary qualification.
• 5+ years retirement fund, group risk, claims, client service, quality assurance or training experience.
• Excellent written and verbal communication skills.
• Knowledge of retirement fund administration, Section 37C, group life assurance or related processes is advantageous.

Responsibilities

• Produce and maintain QA, complaints and training reports, dashboards and evidence files for management review.
• Perform ad hoc specialist tasks as requested by seniors or GAP leadership.
• Draft professional complaint responses and management summaries.
• Coordinate remediation actions with operations, QA, training, legal and compliance stakeholders.
• Drives continuous improvement of GAP processes, controls and knowledge material.
• Identify trends, root causes and training gaps to improve customer outcomes.

Skills

Quality Assurance

Complaint Handling

Training & Coaching

Data Analysis

Governance & Compliance

Education

NQF Level 4 / Grade 12 or equivalent

Job description

Old Mutual Limited in Cape Town is seeking an experienced QA, complaints and training specialist to strengthen quality controls, monitor trends and support remediation actions. You will draft responses, coordinate root-cause analysis and drive governance with stakeholders.

The role focuses on learning interventions and ensuring standardized GAP processes are embedded across teams. Applicants should have 5+ years in retirement fund administration or related areas, strong analytical skills and