Quality Assurance Officer

Location: Ghana
Employment Type: Full-Time

Company Profile

Nationwide Medical Insurance (NMI) is a leading insurance provider committed to delivering innovative, reliable, and customer-focused health insurance solutions. We strive to maintain the highest standards of operational excellence, regulatory compliance, and service delivery while ensuring that our clients receive exceptional value and support. At NMI, we foster a culture of integrity, continuous improvement, teamwork, and accountability.

We are seeking a highly motivated and detail-oriented Quality Assurance Officer to join our team. The successful candidate will play a critical role in monitoring, evaluating, and improving operational processes, service delivery standards, and compliance practices across the organization.

Position Summary

The Quality Assurance Officer supports the implementation and continuous improvement of quality assurance frameworks, policies, and procedures across the organization. The role focuses on ensuring compliance with regulatory requirements, internal standards, and operational best practices while promoting service excellence and customer satisfaction.

Key Responsibilities

Quality Assurance & Compliance

• Monitor operational activities to ensure compliance with company policies, procedures, and regulatory requirements.
• Conduct quality reviews and audits across business functions to identify gaps and improvement opportunities.
• Evaluate service delivery processes and recommend corrective and preventive actions.
• Support the development, implementation, and maintenance of quality assurance standards and frameworks.
• Ensure adherence to established quality control procedures and service standards.

Process Improvement

• Analyze operational workflows and identify opportunities to improve efficiency, accuracy, and service quality.
• Collaborate with relevant departments to implement process improvement initiatives.
• Monitor the effectiveness of corrective actions and quality improvement measures.
• Promote a culture of continuous improvement throughout the organization.

Monitoring & Reporting

• Prepare quality assurance reports, audit findings, and performance analyses.
• Track quality metrics and key performance indicators (KPIs).
• Document quality assurance activities and maintain accurate records.
• Provide management with regular updates on quality performance, risks, and compliance matters.

Customer Service Quality Management

• Assess customer interactions and service delivery standards to ensure consistency and excellence.
• Monitor complaint resolution processes and recommend improvements where necessary.
• Support initiatives aimed at enhancing customer satisfaction and operational effectiveness.

Regulatory Compliance

• Monitor compliance with applicable Ghanaian health insurance and insurance industry regulations.
• Support internal reviews and compliance assessments.
• Assist in preparing documentation required for regulatory inspections, audits, and reviews.

Stakeholder Collaboration

• Work closely with internal departments to address quality-related issues and implement solutions.
• Provide guidance and support on quality assurance requirements and best practices.
• Participate in training and awareness activities related to quality standards and compliance.

Other Duties

• Perform other quality assurance, compliance, and administrative duties assigned by management.
• Contribute actively to organizational objectives and strategic initiatives.

Qualifications

Education

Bachelor’s Degree in a relevant field such as:

• Quality Management
• Insurance
• Business Administration
• Law
• Information Technology (IT)
• Or a related discipline

Professional Experience

• Minimum of one (1) to two (2) years of experience in a similar role, preferably within the insurance industry.
• Experience in quality assurance, compliance monitoring, auditing, or process improvement will be an advantage.

Technical Skills & Competencies

Technical Skills

• Proficiency in Microsoft Office Suite.
• Experience using Quality Assurance software and tools.
• Familiarity with Ghanaian health insurance and general insurance regulations.
• Knowledge of claims management processes.
• Understanding of health service provider operations.
• Knowledge of customer service operations will be considered an added advantage.

Core Competencies

• Strong analytical skills.
• Excellent communication and interpersonal skills.
• Strong report-writing abilities.
• Effective problem-solving capabilities.
• High attention to detail.
• Ability to work independently and collaboratively.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities and meet deadlines.

How to Apply

Apply online by clicking on the application button.