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Government Employees Medical Scheme

Quality Assurance Coordinator at GEMS

Government Employees Medical Scheme

  • R Undisclosed
  • Permanent Management position
  • Pretoria
  • Posted 13 Aug 2025 by Government Employees Medical Scheme
  • Expires in 28 days
  • Job 2619456 - Ref GEMS_4047229

About the position

Introduction

The position of Quality Assurance Coordinator is vacant. The Quality Assurance Coordinator will report directly to the Quality Assurance Manager and forms part of the Administration and Transaction Services Division. The position is based at GEMS Head Office in Pretoria.

The remuneration package for this position is negotiable based on qualifications and experience.

The Quality Assurance Coordinator will be required to provide support to the Quality Assurance Manager to improve operational effectiveness and efficiency through quality assurance (QA)standards and frameworks in order to improve member value, reduce complaints and improve member and provider satisfaction.

Key Performance Areas (KPAs)

  • Supporting in the oversight of and implementation of the quality assurance strategy, optimising operational processes across the member and provider journey , standardising operations and driving stakeholder centricity.
  • Keep abreast of industry (global and national) developments, research, trends and propose best practice tools and techniques for business to embrace in fostering a culture of continuous improvement.
  • Develop operational quality assurance standards, to monitor compliance to established specifications and requirements in order to identify possible gaps and improvement areas and to provide operational support. Address and resolve any issues or disputes related to Sevice Level Agreements (SLA) breaches. This may involve coordinating with legal teams or other departments
  • Conduct line testing ,Call Assessments and mystery shopping across the Call Centre value chain.
  • Review memorandums and proposals and ensure document quality standards are adhered to and that they meet organisational Corporate Identity requirements
  • Monitor escalated complaints and manage implementation of improvement initiatives.
  • Attend all relevant forums, compile minutes, track and monitor action items
  • Establish and manage relationships and ensure satisfactory service delivery of appropriate Call Centre and QA operations through the service provider network.
  • Schedule and document Quality Assurance/Call Centre meetings, workshops and forums with stakeholders and ensure there is a sustainable and ethical relationship with all stakeholders.
  • Fulfill delegated QA responsibilities and other adhoc Business Unit and Divisional-supporting tasks.

Minimum Requirements
  • Minimum 3-year National Diploma NQF Level 6: Quality, Operations Management, Customer Services/Care Management
  • Must have at least two (2) years' experience in Call Centre Team Leadership or Quality Management/Assurance
  • Experience in the healthcare funding/medical scheme industry/Call Centre management /Quality Assurance environment
  • Experience in Quality Assurance related to Call Centre, Claims, Admin, Collections/Contributions
  • Knowledge and applicability of Total Quality Management (TQM) principles
  • Proficiency in process analysis tools & techniques and reporting tools
  • Intermediate MS Word, Excel and PowerPoint
  • Intermediate project management skills
  • Business Management and Administration Skills

Disclaimer

The closing date for applications is 22 August 2025.

GEMS employs people with the highest level of integrity - submission to the appropriate pre-employment assessment is obligatory to be considered for the position.

Kindly note that the information provided on application of the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.

Kindly note that information is required for Employment Equity Purposes and information gathered is strictly used according to the intended purpose of collection, unless there is a legal need or permission is granted from the applicant themselves to make use of it for other purpose

GEMS adopts a hybrid work [URL Removed] is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with GEMS employment equity plan.

Successful candidates will be required to seek approval to conduct other work outside of GEMS.

GEMS Employees are required to conduct themselves in a manner that reflects the organisation's paramount values: Excellence, Member Value, Integrity, Innovation, and Collaboration

Government Employees Medical Scheme

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