Job Description

JOB PURPOSE

To ensure the quality, compliance and sustainability of long-term insurance sales by conducting sales quality assessments, validating sales, coaching agents on objection handling and sales techniques, and ensuring strict adherence to FAIS, TCF and POPIA while supporting sales performance improvement.

KEY RESPONSIBILITIES

Quality Assurance & Sales Validation

Conduct quality assessments on telesales calls and face-to-face sales Validate sales for regulatory compliance, accuracy and suitability Ensure correct needs analysis, disclosures and product suitability Validate affordability, consent and client understanding Identify mis-selling, non-disclosure and replacement risks Ensure correct explanation of premiums, benefits, exclusions and waiting periods
Regulatory & Compliance Focus (Critical)

Ensure adherence to FAIS, TCF, POPIA and internal sales frameworks Apply Fit and Proper, CPD and licensing requirements in assessments Identify regulatory breaches and escalate appropriately Support internal and external audits Maintain defensible, audit-ready QA records
Sales Ability & Objection Handling Assessment

Assess agent sales ability, not only compliance Evaluate objection handling effectiveness and ethical sales techniques Identify gaps in handling affordability, trust and product objections Provide actionable feedback to improve conversion while remaining compliant Balance quality outcomes with commercial sales realities
Sales-Specific Coaching & Development

Deliver structured QA feedback sessions with agents Provide sales-specific coaching on objection handling, value articulation, product positioning and ethical closing Support supervisors and team leaders with coaching insights Recommend targeted training interventions to L&D
Quality Reporting & Insights

Compile QA reports highlighting trends, risks and opportunities Track recurring compliance and sales behaviour issues Provide insights on early lapse, cancellations and NTUs linked to sales conduct Support continuous improvement initiatives
Collaboration & Stakeholder Support

Work closely with Sales, Compliance, L&D and Operations Support remediation plans for poor-quality sales Participate in QA calibration sessions to ensure scoring consistency
WORKING MODEL

Full-time, office-based role Hybrid working opportunities may be granted based on performance, quality outcomes and regulatory adherence Hybrid status is earned, monitored and reversible
KEY PERFORMANCE INDICATORS

QA scoring accuracy and consistency Regulatory adherence and audit outcomes Sales validation accuracy Effectiveness of coaching interventions Reduction in mis-selling, NTUs and early lapses Turnaround time on QA assessments
MINIMUM REQUIREMENTS

Qualifications & Regulatory

RE5 (mandatory) FAIS-accredited qualification (NQF Level 4 or higher - Long-Term Insurance) CPD compliant Fit and Proper compliant
Experience

3-5 years experience in long-term insurance sales or quality assurance Strong exposure to telesales and/or face-to-face sales Experience conducting sales validation and QA assessments
Skills & Competencies

Strong regulatory and compliance knowledge Proven sales ability and understanding of objection handling Excellent coaching and feedback skills High attention to detail and analytical ability Strong written and verbal communication
Personal Attributes

Ethical and unbiased Commercially aware but compliance-driven Assertive with sound judgment Detail-oriented and consistent
ADVANTAGEOUS

BPO / Call Centre environment experience Key Individual experience Previous supervisory or coaching role Experience in multi-channel or hybrid sales environments Exposure to retention and persistency analysis
Job Type: Full-time

Pay: R10000,00 - R12000,00 per month

Work Location: In person