PURPOSE OF THE ROLE
The Customer Experience and Quality Assurance Officer is appointed to improve, maintain and evidence the standard of client service across the entire ASI Group (Corporate Advisory and Partner Ecosystem). The role must independently test whether client interactions, renewal processes, claims support, member queries, employer reporting, consulting, solution and technical deliverables and experiences meet ASI’s defined service promise, whilst monitoring and improving employee service behaviours, with particular attention to first-point-of-contact (including reception). The role is not merely a monitoring function; it is a practical service-improvement role that converts client feedback, quality reviews, mystery-shopping outcomes and operational data into measurable coaching, process improvement and accountability. The incumbent will report weekly to the Employee Benefits Exco, with monthly consolidated reporting to the Group Partner Exco.
From a Business Enablement perspective, this role should create a direct line of sight between service quality, client retention, operational discipline and profitability. The primary measure of success should be fewer recurring service failures, faster issue resolution, improved client confidence, cleaner handovers between Sales and the Corporate Advisory Teams and demonstrable progress against agreed service standards.
SERVICE STRATEGY PRINCIPLES
- Adopt an uncommon service lens: do not attempt to be excellent at everything equally; define the few service moments that matter most to Corporate Advisory clients and resource those deliberately.
- Identify ASI’s client-service “non-negotiables” for this business, including responsiveness, accuracy, ownership, escalation discipline, proactive communication and quality of renewal/consulting deliverables.
- Differentiate between hygiene standards that must always be met and strategic service differentiators where ASI chooses to be market-leading.
- Use client journey reviews, book-review insights and post-implementation learnings to continuously refine how ASI designs, measures and improves service.
KEY RESPONSIBILITIES AND ACCOUNTABILITY
- Monitor and evaluate employee service behaviours across all ASI business units and Partners on an ongoing, structured basis.
- Design, coordinate and conduct weekly mystery shopping exercises in partnership with each Business Unit Head and/or Partner.
- Track adherence to defined service standards, flagging breaches immediately.
- Compile and present a weekly Customer Experience and Quality Assurance report to Business Unit Heads, Partners and Employee Benefits and Group Partner Excos.
- Investigate specific service failures, determine root cause, and recommend remedial and coaching interventions.
- Maintain a quality assurance scorecard/dashboard per business unit to track trends over time.
- Partner with Human Capital Development on targeted service-standards training and coaching where recurring gaps are identified.
- Develop and continuously refine mystery shopping checklists, scoring criteria and evaluation tools, calibrated with Business Unit Heads and Partners.
- Escalate systemic or repeat service issues to Employee Benefits and Group Partner Excos with clear, evidence-based recommendations.
- Own end-to-end reporting on customer experience and quality assurance: weekly BU- and Partner-level reports, consolidated monthly trend reporting, and quarterly reporting to Employee Benefits and Group Partner Excos on overall service standard performance.
- Conduct quarterly book-of-business reviews by consultant, client segment and service category to identify churn risk, service leakage, recurring complaints, under-serviced clients and opportunities for proactive engagement.
- Review samples of consulting outputs, meeting minutes, renewal packs, claims escalations, member communications and client reports for accuracy, clarity, timeliness and commercial consistency.
- Maintain a closed-loop service-improvement register showing issue identified, root cause, responsible owner, corrective action, due date, client impact and status.
- Design and deliver training and refresher sessions for frontline and support staff on customer experience standards, service protocols, and improvement initiatives arising from QA findings.
- Formulate and present formal recommendations to Employee Benefits and Group Partner Excos on customer experience strategy, policy changes and process improvements needed to lift service delivery.
Any other reasonable duties and responsibilities in line with your capabilities and at the request of your Superior
QUALIFICATIONS AND EXPERIENCE
- Grade 12 / Matric.
- A qualification in Customer Experience, Quality Management, Business Administration or a related field is advantageous.
- 3–5 years' relevant experience in customer experience, quality assurance, client services or a similar monitoring/audit function.
- Experience with mystery shopping methodology, service-quality frameworks or contact centre quality assurance.
- Strong report-writing, data analysis and presentation skills, with the ability to translate observations into clear recommendations.
- Excellent verbal and written communication skills across all levels of the business.
- Working knowledge of employee benefits consulting, insurer/administrator service models, renewal cycles, claims escalations, member communication and employer reporting is strongly preferred.
- A valid driver's licence and own transport, given the need to visit business unit sites.
BEHAVIOURAL COMPETENCIES
How this role lives the ASI values day to day:
- Relationships — Builds credible, trust-based relationships with Business Unit Heads and frontline staff so findings are received as coaching, not criticism.
- Innovation — Continuously refines mystery shopping tools, scorecards and evaluation criteria rather than relying on a static checklist.
- Integrity — Reports objectively and consistently, even where findings are uncomfortable or involve senior stakeholders.
- Simplicity — Translates complex observations into clear, actionable weekly reporting that BU Heads can act on immediately.
- Excellence — Holds every business unit to the same defined service standard without compromise.
- Unity — Works across all business units as one voice for the customer, aligning BU Heads around a shared standard of service.
- Purpose — Anchors every mystery shopping cycle and report in the outcome that matters: a demonstrably better customer experience.
Application Question(s):
- What is your salary expectation (CTC) for this role?
- Do you have a reliable, roadworthy vehicle?
Education:
- High School (matric) (Required)
Experience:
- customer experience / quality assurance / client services : 3 years (Required)
License/Certification:
- drivers license (Required)
Work Location: In person