Job Overview

Managing the Complaints Resolutions Team within Medi24; implementation of complaints and quality governance for Medi24; leading complaints resolution and ensuring complaints policy and procedure is adhered to; overseeing, monitoring and reporting on complaints, quality management, CIRS and Voice of Customer, and development of insights analysis on these topics, identifying key areas for improvement and working with Operations Management to implement changes.

Responsibilities

• As the CX & Quality Lead for Medi24, you will manage the Complaints Resolution Team, and own the complaints process and adherence by the platform teams, managing the complaints process and resolution end-to-end, ensuring SLA’s and quality levels are maintained.
• Monitor complaints, quality, CIRS and Voice of Customer qualitative and quantitative metrics, leverage data and insights to identify trends and opportunities to improve processes and the customer...