Ensures accountability across stakeholder groups and confirms service is performed in line with SOPs, contractual obligations, and regulatory expectations, flagging deviations, control gaps, and re-work trends through targeted and random sample reviews of transactions (e.g., overpayments, enhanced death processing, annuity certificates, disbursements). This role combines QC oversight, business analysis, and data analytics to ensure operational service delivery is performed in line with expectations, SLAs, and regulatory requirements — while also supporting decision-making, improving operational efficiency, and driving cost reduction across the organization.