Service Assessor

Mvia; Cape Town; On-site; ZAR 290,000 - 420,000; Full time

Job summary

Mvia in South Africa is seeking a Service Assessor in the Claims division who is meticulous and evidence-led to uphold service standards promised to policyholders.

You will evaluate service quality, compliance, and outcomes, conduct assessments, and identify improvement opportunities. The role emphasizes data-driven reviews, documentation, and timely recommendations.

Collaborate with team leaders to refresh procedures and support coaching to raise performance and customer outcomes.

Qualifications

• Experience conducting service assessments and QA against standards.
• Knowledge of regulatory requirements and compliant processes.
• Strong documentation and reporting skills.

Responsibilities

• Conduct assessments of services and processes against standards.
• Gather evidence and perform sampling.
• Prepare monthly/quarterly dashboards and recommendations.
• Collaborate with team leaders on improvements.

Job description

Our Claims division is looking for a Service Assessor who are a meticulous, evidence-led professional who will hold our claims service to the standard our policyholders are promised. The Service Assessor evaluates service quality, compliance, performance standards and customer outcomes — conducting assessments, identifying improvement opportunities and recommending ways to enhance service delivery.

Key Responsibilities

Service Assessment & Evaluation

• Conduct assessments of services, documentation and service delivery processes against established standards, policies and regulatory requirements.
• Gather and analyse evidence to support assessment findings.
• Plan and execute the assessment schedule, selecting samples that are representative and risk-based.
• Conduct file, call and correspondence reviews.

Compliance & Quality Assurance

• Ensure services meet organisational, contractual and regulatory requirements.
• Identify non-compliance, recommend corrective action and monitor implementation of improvement plans.
• Assess adherence to Treating Customers Fairly (TCF) outcomes, the Policyholder Protection Rules and applicable service level agreements.
• Escalate material compliance breaches and repeat failures to the Claims H.O.D. and Compliance without delay.

Reporting & Documentation

• Maintain accurate, confidential records and a defensible audit trail for every assessment.
• Track trends and recurring issues.
• Produce monthly and quarterly quality dashboards for the Claims H.O.D., with root-cause analysis and actionable recommendations.
• Identify opportunities to improve service delivery and operational efficiency.
• Partner with team leaders on coaching, refresher training and process refinements arising from assessment findings.
• Contribute to the review and updating of claims procedures, checklists and service standards.