Why Quality Assurance Matters at Sirago

At Sirago, we are committed to delivering reliable, transparent, and consistent service to all our members. Our Quality Assurance (QA) department plays a vital role in upholding this commitment by ensuring that every interaction, decision, and process reflects the high standards we set for ourselves.

The purpose of QA is to support excellence—both internally and externally. Through structured assessments, regular feedback, and detailed reporting, the QA team helps identify any gaps in service or process execution. By doing so, we continuously improve our service delivery and protect your experience as a valued policyholder.

Quality Assurance is not about catching mistakes—it’s about creating a culture of accountability, professionalism, and continuous improvement. It ensures our team remains aligned with compliance requirements, operational goals, and, most importantly, your expectations.

What Our QA Process Aims to Achieve

The QA function at Sirago focuses on the following key outcomes:

• Consistency and Accuracy: Ensuring that all client communications and claim handling meet defined service and product standards.

• Enhanced Member Experience: Identifying and correcting issues that may negatively impact customer satisfaction or cause unnecessary delays.

• Employee Support and Development: Using QA insights to coach and guide our team members to improve skills and deliver better service.

• Regulatory Compliance and Risk Reduction: Helping Sirago meet all legal and industry standards to protect both the business and our policyholders.

• Informed Decision-Making: Equipping leadership with performance insights that drive strategic improvements and ensure service excellence.

What Happens When Standards Aren’t Met

QA at Sirago is a supportive and proactive process. However, in situations where performance or compliance concerns persist despite support, we follow a structured escalation approach:

1. Initial Feedback and Coaching – Employees receive detailed feedback and an opportunity to address the identified issues.

2. Focused QA Interventions – Targeted one-on-one sessions are held to provide real-time guidance and close support.

3. Formal Escalation to Line Management and HR – If improvement is still not seen, the matter may move to formal performance discussions.

4. Impact on Recognition and Growth – Continued QA non-compliance can affect eligibility for rewards, performance bonuses, or internal opportunities.

Our intention is always to enable growth, not to penalise. We believe in creating an environment where all employees can thrive and be proud of the service they provide to you.

Partnering for Quality

QA is here to support success not police performance. When embraced as a tool for learning and development, it becomes a powerful driver for positive change across the business.

We encourage our team members to engage with the QA process openly, apply feedback constructively, and view quality benchmarks as a path to excellence. In turn, this ensures that our clients receive nothing less than the dependable, high-quality service you deserve.