Insurance QA Consultant – Elevate Customer Experience

Sanlam; Cape Town; Hybrid; ZAR 350 000 - 500 000; Full time

Job summary

A leading insurance provider is seeking a Quality Assurance Consultant to join their team in Cape Town. The role involves monitoring agent interactions and providing feedback on adherence to policies while supporting operations in quality assurance efforts. Candidates should have a minimum of Grade 12 and relevant insurance qualifications, along with 3–5 years' experience in the industry. Strong coaching skills and an understanding of contact centre processes are essential for this role. Enjoy a collaborative work environment focused on continuous improvement.

Benefits

Opportunities for growth and development

Diversity and inclusion initiatives

Qualifications

• 3 – 5 years of experience in short term insurance, commercial lines and/or Agri assets.
• Good understanding of contact centre processes and systems.
• Previous Quality Assurance experience advantageous.

Responsibilities

• Conduct regular quality and risk review procedures.
• Provide feedback to individuals and leaders.
• Identify and implement improvement opportunities.

Skills

Attention to detail

Process improvement skills

Excellent interpersonal skills

Time management

Coaching skills

Good communication skills

Underwriting skill

Independent self-management

Education

Matric / Grade 12

Short term insurance related qualification (min NQF lev 4)

RE is advantageous

Tools

Excel

Policy Centre

Avaya

USD

NQR

Mainframe

WebE

Job description

A leading insurance provider is seeking a Quality Assurance Consultant to join their team in Cape Town. The role involves monitoring agent interactions and providing feedback on adherence to policies while supporting operations in quality assurance efforts. Candidates should have a minimum of Grade 12 and relevant insurance qualifications, along with 3–5 years' experience in the industry. Strong coaching skills and an understanding of contact centre processes are essential for this role. Enjoy a collaborative work environment focused on continuous improvement.