Job Description

Closing Date: 2025-08-30
Job Type: Permanent
Job Level: Junior
Experience: Between 1 - 3 Years
EE/AA: No
Summary
The Quality Assurance Consultant is responsible for monitoring, evaluating, and reporting on the quality of customer service, claims processing, underwriting, and policy administration. The role ensures compliance with internal standards, industry regulations, and customer service excellence.
Description
RESPONSIBILITIES

• Evaluate recorded calls and written correspondence to assess adherence to scripts, procedures, and compliance standards.
• Monitor claims and underwriting processes for quality and regulatory compliance.
• Identify and report gaps in service delivery, fraud risk, policy adherence, and regulatory non-compliance.
• Conduct regular internal audits and quality checks in line with FAIS, TCF, and POPIA legislation.
• Provide feedback and coaching to staff based on quality monitoring results.
• Compile and present monthly QA reports to management, highlighting trends, risks, and areas for improvement.
• Collaborate with Training, Legal, and Compliance teams to update SOPs and ensure alignment with industry best practices.
• Participate in root cause analysis for recurring quality or compliance issues.
• Assist in developing and maintaining a Quality Management System (QMS) aligned with ISO or local standards.

Minimum Requirements
REQUIREMENTS
QUALIFICATIONS

• Matric
• National Diploma or Degree in Business Administration,
• Insurance, Quality Management, or a related field.
• FAIS Regulatory Exam (RE5)
• Quality assurance or auditing certifications are beneficial.

EXPERIENCE

• Minimum of 1 years' experience in a quality assurance or compliance monitoring role within an insurance environment.
• Strong understanding of South African insurance regulations and policyholder protection rules.
• Experience in claims processing or customer service within the motor and/or home insurance sectors is preferred.

SKILLS AND KNOWLEDGE

• Excellent analytical and observational skills.
• Strong communication and feedback skills (both written and
• verbal).
• Proficient in MS Office, CRM systems, and QA tools.
• Attention to detail and a strong sense of ethics and
• confidentiality.
• Ability to work independently and as part of a team.
• Attention to Detail: Ability to detect minor errors that may affect quality or compliance.
• Empathy and Active Listening: Especially important when evaluating client interactions or giving feedback.
• Emotional Intelligence (EQ): Ability to handle sensitive performance feedback diplomatically and professionally.
• Time Management: Ability to meet deadlines and prioritise multiple tasks in a high-pressure environment.
• Adaptability: Comfortable with change and able to adjust to new processes or regulations quickly.
• Problem-Solving: Ability to identify root causes of quality issues and suggest realistic improvements.
• Team Collaboration: Works well with training, compliance, HR, and operations to improve service quality.
• Communication: Excellent written and verbal communication skills for clear reporting and stakeholder engagement.
• Integrity and Discretion: Handles confidential data with the utmost care and ethical consideration.
• Coaching Mindset: Supports a continuous learning culture by helping others improve.The Candidate will be expected to operate in line with our company values:

The Candidate will be expected to operate in line with our company values:

• Passion: We have a strong and barely controllable excitement for life, our work, the people we work with, and for ourselves. Our enthusiasm and positive energy lead to a strong bias toward action and strive for excellence!
• Care: We care deeply for ourselves, the people we work with, our customers, the communities we live in, the country we call home and the planet which hosts us!
• Integrity: We always do the right thing, even when nobody is watching!
• Growth: We always strive to make a positive contribution on our journey to significance! We (us and the business) grow, because our people grow! Our curiosity drives Innovation and our resilience keeps us determined when the going gets tough! We have the courage to make decisions and to have the tough conversations.
• Diversity: We respect and cherish each other and listen to all opinions! We are all unique, which makes the "us" stronger! Through collaboration, we ensure that the whole is greater than the sum of its parts!