Quality Control Officer

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

We seek to hire a highly competent Quality Control Officer responsible for executing comprehensive quality control audits in line with established delivery plans. The officer will ensure that all departments and units consistently adhere to approved methodologies, processes, and organizational standards. Prepare QC Audit working papers to ensure that all information required for assessing potential risks and non-compliance with Company’s rules, procedures and standards has been obtained and that shortcomings are reported for timely evaluations to identify areas to improve, and needed actions taken toward achieving the set standard.

Quality Control Officer is expected to plan and execute end to end quality audits aligned with approved service delivery plans and internal standards which includes defining audit scope, applying risk based sampling, and ensuring audits cover all relevant operational areas such as welcome calls, premium allocation, claims processing, and underwriting activities, they must ensure consistent adherence to documented methodologies, scripts, policies, and procedures across all departments and units, identifying deviations early and objectively, conduct root cause analysis (RCA) to understand why issues are recurring when quality gaps are identified.

• Validation of the Welcome call process (Adherence to Call Script, Information Accuracy, and Completion of the key issues highlighted in the script)
• Accurate capture of red flags (if any)
• Data analysis of Welcome calls and recorded monthly to identify trends of agents with sales malpractices, products mis-sold, misinformation, etc.
• Identification of individual training needs for the Calling team
• Amendment audit to ensure all amendment requests are properly done.
• Cancellation audit by ensuring policies that need to be cancelled are duly done as at when due and properly done.
• Claims Audit by randomly sampling claims processed to check for adherence to policies and procedures.
• Perform Allocation Audit by picking up issues of misallocation, lumped premiums, non-allocations and fraud.
• Perform Overpayment and refund audit by picking up wrongful deductions and producing analyzed data for proactive refund to clients.
• Reviewing of approval limits, medical underwriting, and free cover limits for accepted policies.
• In the event of common / repeat gaps identified during QA, a RCA template is completed by the QA Specialist (LBU to specify) with recommendations to solve for the gaps. The recommended actions are tracked by the appropriate department or unit and reported back to the QA specialist. (LBU to specify)
• The QA function cuts across Underwriting, Claims, Premium Collection & Allocation and Customer Service.