QUALITY CONTROL OFFICER AT PRUDENTIAL PLC | QUALITY CONTROL OFFICER JOBS IN NIGERIA

About Company:

Prudential Plc provides life and health insurance and asset management to 18 million customers across 20 markets in Asia and Africa. We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange. We are focused on four strategic regions: Greater China, ASEAN, India and Africa. ?We are served by around 65,000 average monthly active agents and more than 200 bank partners.

Job Description:

We are seeking a highly competent and eagle-eyed Quality Control Officer to serve as the primary guardian of our operational standards. In a complex financial and insurance environment, consistency is the bedrock of trust. Your role is to ensure that every department—from Underwriting to Claims—adheres strictly to approved methodologies and organizational policies.

This is a high-impact position requiring a blend of analytical rigor and proactive problem-solving. You will not just "check boxes"; you will conduct end-to-end audits, perform deep-dive Root Cause Analysis (RCA) on recurring gaps, and identify red flags that could indicate sales malpractice or fraud. If you are a process-driven professional who thrives on data accuracy and operational integrity, we want you to help us achieve and maintain excellence.

Requirements:

1. End-to-End Audit Execution

• Strategic Planning: Plan and execute comprehensive quality audits aligned with service delivery plans, utilizing risk-based sampling to ensure all operational areas are covered.

• Working Paper Management: Prepare detailed QC Audit working papers to assess potential risks and document non-compliance with company rules.

• Core Audit Areas:

  • Underwriting: Review approval limits, medical underwriting, and free cover limits for accepted policies.

  • Claims: Randomly sample processed claims to verify adherence to policies and procedures.

  • Premium Allocation: Audit for misallocations, lumped premiums, and potential fraud.

  • Refunds: Perform overpayment audits to proactively identify and produce data for client refunds.

2. Service Delivery & Sales Integrity

• Welcome Call Validation: Monitor and validate the Welcome Call process, ensuring script adherence, information accuracy, and the capture of "red flags."

• Sales Malpractice Analysis: Analyze monthly call data to identify trends in product mis-selling, misinformation, or agent misconduct.

• Training Advocacy: Identify individual training needs for the calling team based on audit findings to improve overall service quality.

• Policy Maintenance: Conduct audits on policy amendments and cancellations to ensure requests are executed accurately and timely.

3. Gap Remediation & Continuous Improvement

• Root Cause Analysis (RCA): In the event of repeat gaps, complete formal RCA templates with clear, actionable recommendations to solve underlying issues.

• Tracking & Reporting: Monitor the implementation of recommended actions by respective departments and report progress back to the QA leadership.

• Standardization: Ensure consistent adherence to documented methodologies and scripts across Underwriting, Claims, Collections, and Customer Service.

Qualifications and Skills:

Professional Profile

• Experience: Proven experience in Quality Control, Internal Audit, or Quality Assurance, preferably within the Insurance, Banking, or Financial Services sector.

• Technical Proficiency: Strong expertise in Data Analysis and reporting; proficiency in Microsoft Office Suite (especially Excel) and CRM systems.

• Domain Knowledge: Understanding of Underwriting principles, Claims processing, and Premium allocation workflows.

Core Competencies

• Analytical Mindset: Ability to identify subtle patterns, trends, and deviations in complex data.

• Objectivity: High level of integrity and the ability to report shortcomings and risks without bias.

• Problem-Solving: Expertise in conducting Root Cause Analysis and formulating strategic recommendations.

• Communication: Clear and concise reporting skills to support executive decision-making.

Salary

Application Closing Date: Not specified

Application Instructions:

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