Quality Assurance and Compliance Manager at CIC Insurance

CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi

 

Quality Assurance and Compliance Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience5 years
  • LocationNairobi
  • Job FieldCustomer Care 

PURPOSE:

Reporting to the Group Head of Customer Experience, the Quality Assurance Manager is tasked with entrenching prudent Consumer Protection practices, conducting Voice of the Customer analysis and ensuring adherence to set standards across people, products, processes, and systems that serve the Customer. The role also encompasses adherence to controls set by functions such as audit, compliance, risk and external regulatory requirements.

PRIMARY RESPONSIBILITIES:

Voice of Customer

  • Supports the Group’s Customer Experience strategy by monitoring, measuring, reporting and proposing appropriate interventions on the Quality of Service across all customer touch points. Apply customer experience metrics as required, by ensuring VOC surveys are conducted and reports released on time.
  • Identify service gaps through survey feedback and generating insights that will support in improving service delivery.
  • Analyze key customer data to prioritize journey mapping exercises
  • Interpret customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy.

Reporting

  • Business lead for CX dashboard reporting and the interpretation of CX metrics, recognizing relevant relationships and insights to be communicated to executives, teams, and business partners on a timely, accurate and proactive basis
  • Daily, Monthly, Quarterly and Executive Summary performance reports for Customer Experience Department, as well as ad hoc requests.
  • Ensure timely and accurate monthly and other periodic risk reporting through RUniverse

Quality Assurance:

  • Ensure delivery of comprehensive controls covering Complaints Management, Service Quality and all the key business requirements within Customer Experience and ensuring that any gaps in the review process are identified and escalated based on sampling. Service Quality checks on Complaints Management across the business by tracking SLAs.
  • Review quality of Contact Centre agents across all touch points, and ensuring adherence to procedures and policies.

Controls (Audit, Risk and Compliance):

  • Ensure that all activities and duties are carried out in full compliance with Customer Experience procedures, regulatory requirements, Enterprise-Wide Risk management framework and internal policies and policy standards.
  • Undertake periodic checks to test adherence to and sustainability of remediation actions arising from audit, regulatory checks, and balances.
  • Ensure all controls reports are availed on time and when required.

Key Skills, Knowledge, Experience and Behavioural Competencies

These are defined as;

Academic and Professional Requirements

  • Education    Bachelor’s Degree    Degree from a recognized University
  • Professional Qualification    Certification in Quality Assurance (e.g., Six Sigma, ISO) or Customer Service Excellence, and Familiarity with quality assurance processes, tools, and performance metrics.

Experience Required:

  • Relevant experience    5+    E
  • Customer Experience Leadership    2    D

Qualifications, Skills and Competencies:

  • Proven work experience in customer experience quality assurance/service excellence/process engineering
  • Experience in Customer journey mapping, creating and evaluating process flows
  • Excellent analytical skills to enable resolution of unstructured and complex problems.
  • Good understanding of Operational Risk Management
  • Adequate experience in general management and stakeholder management
  • Familiar with Regulator requirements, Consumer protection guidelines on Complaints Management and Dispute Resolution
  • Computer Literate and proficient in MS Office Suite

Method of Application

Interested and qualified? Go to CIC Insurance on careers.cicinsurancegroup.com to apply

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