About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.

On behalf of our client Old Mutual Insurance, we are looking for a skilled and competent Quality Assurance Officer to work on site.

Reports To: Underwriting manager

Department: Underwriting

Role Summary

Monitor and review the business unit’s processes, systems and adherence to quality standards and identify areas for improvement on the overall quality of service provided to customers.

Key duties and responsibilities

• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyze data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiency and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance customer experience and value.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the line manager.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Any other tasks/duty as may be assigned by the Line manager.

Required Experience and Qualifications

Qualifications:

• A Bachelor’s degree in business management or finance
• Training in insurance; foundation stages – COP, IIU Diploma

Experience:

• 2 years’ work experience

Key Competencies

• Attention to detail
• Analytical and problem-solving skills
• Computer skills
• Communication and interpersonal skills
• Self-organization skills
• Prioritization skills
• Ability to work with minimum supervision

Note

The deadline for applications is not later than 08:00 am Monday 7th September 2026

Only shortlisted applicants will be contacted.

• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyze data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiency and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance customer experience and value.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the line manager.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.
• Any other tasks/duty as may be assigned by the Line manager.

• Attention to detail
• Analytical and problem-solving skills
• Computer skills
• Communication and interpersonal skills
• Self-organization skills
• Prioritization skills
• Ability to work with minimum supervision

• A Bachelor’s degree in business management or finance
• Training in insurance; foundation stages – COP, IIU Diploma