Service Assessor

MVIA; Wes-Kaap; On-site; ZAR 360,000 - 600,000; Full time

Job summary

MVIA is seeking a meticulous Service Assessor for our Claims division. You will evaluate service quality, compliance, and outcomes, conduct assessments, and identify improvement opportunities to enhance service delivery.

Responsibilities include planning assessments, gathering evidence, reviewing files, and ensuring adherence to regulatory requirements while driving continuous improvement and robust documentation.

Responsibilities

• Assess services, documentation and delivery against standards and regulatory requirements.
• Gather and analyse evidence to support findings.
• Plan assessment schedules and select representative, risk-based samples.
• Review files, calls and correspondence for quality.
• Identify non-compliance and monitor corrective actions.

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.

Continuous Improvement

• 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.