GAP Claims QA & Training Specialist

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 240,000 - 420,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in South Africa is seeking a quality assurance, complaints and training specialist to strengthen GAP controls and ensure compliance with governance and customer-service standards.

You will monitor complaint trends, perform investigations, provide evidence-based responses and support remediation with cross-functional teams to improve service outcomes and audit readiness.

Qualifications

• NQF level 4 education and relevant qualifications required.
• Experience with GAP quality assurance and complaints processes.
• Ability to prepare management information, dashboards and reports.
• Strong written and verbal communication skills.
• Knowledge of governance, audit and customer-service standards.

Responsibilities

• Review outputs to support GAP quality assurance.
• Draft clear, accurate complaint responses.
• Coordinate remediation actions with teams to prevent recurrence.
• Prepare complaints MI and trend analyses.
• Provide coaching and guidance on QA and training tasks.

Skills

Accounting

Data Analysis

Database Reporting

Numerical Aptitude

Oral Communications

Management Reporting

Digital Literacy

Education

Education NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent.

Job description

Old Mutual Life Assurance Company (SA) Ltd in South Africa is seeking a quality assurance, complaints and training specialist to strengthen GAP controls and ensure compliance with governance and customer-service standards.

You will monitor complaint trends, perform investigations, provide evidence-based responses and support remediation with cross-functional teams to improve service outcomes and audit readiness.