Complaints Officer - Insurance industry

Responsibilities:

• Monitor and evaluate inbound and outbound complaint calls.
• Assessing calls.
• Ensuring all complaint handling is compliant with insurance regulations, TCF principles, and internal frameworks.
• Provide structured feedback and coaching.
• Implement improvements based on QA findings.
• Compile weekly and monthly QA reports.

Requirements:

• Grade 12 or similar qualification is essential.
• Diploma or degree in Business administration, insurance or related field is preferred.
• Excellent written and verbal communication skills in English is essential.
• Proficiency in Afrikaans, isiXhosa, or isiZulu will be advantageous.
• 2+ years experience in insurance complaints handling, call centre, QA or customer services
• Experience with MS Office, especially Excel, Word and Outlook are required...