Quality Assurance Agent

MiWay Insurance Limited; Midrand; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A financial services provider in Midrand is looking for a Quality Assurance Agent. The successful candidate will monitor sales and client services, ensuring compliance and reporting on trends. Candidates should have at least 2 years of experience in the short-term insurance industry, strong analytical skills, and advanced communication abilities. The role offers opportunities for professional growth within a diverse workplace.

Benefits

Opportunities for career growth

Dynamic working environment

Commitment to transformation and diversity

Qualifications

• Minimum of 2 years’ experience in the short-term insurance industry.
• Experience in a QA Agent role.
• Call miner Experience advantageous.

Responsibilities

• Monitor sales and client services departments.
• Conduct QA Audits according to processes.
• Report quality accurately to the Team Leader.

Skills

Advanced computer literacy

Excellent verbal and written communication skills

Problem solving and solution-oriented

Ability to multi-task

Education

Grade 12/Standard 10/NQF 4

Tertiary Qualification/ NQF 5

Financial Services Board Regulatory Exams (RE5)

Tools

IPA System

TIA/MIA System

Job description

Who are we?

Miway is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with the right people on board, we will continue to grow and give our clients the freedom to do things their way – free from worry and most importantly at peace with all the “what-ifs” of the world. Company values that every employee subscribes to are: Energy, Freedom, Accountability and Attitude. The ideal candidate is one who has the courage to be bold and subscribes to Miway’s core values! Do you have a positive attitude, love a challenge, treat your colleagues with respect and look for solutions, not problems? If yes, then Miway is the place for you!

What will you do?

The Quality Assurance Agent will be responsible for monitoring sales and client services departments. The QA Agent will be required to report on various areas of non-compliance, compliance, trends analysis.

Minimum Qualification Required

• Grade 12/Standard 10/NQF 4
• Tertiary Qualification/ NQF 5
• Financial Services Board Regulatory Exams (RE5) advantageous
• FAIS credits/ Full Insurance Qualifications (Depending on DOFA) advantageous
  
  

Minimum Experience

• Minimum of 2 years’ experience in the short-term insurance industry
• IPA System
• TIA/ MIA System experience
• Minimum of 2 years’ experience in a QA Agent role
• Call miner Experience advantageous
• Business Insurance and Personal Insurance experience advantageous
  
  

Deliverables include, but will not be limited to

• Ensure that monthly targets are met.
• Ensure that QA Audits are being conducted consistently and in accordance with the QA Scorecard and Internal Processes.
• Ensure accurate reporting to Team Leader regarding quality
• Ensure that corrections are reported where errors have been identified
  
  

Competencies Required

• Advanced computer literacy
• Must be highly proficient in dealing with stakeholders and staff
• Excellent verbal and written communication skills
• Self-motivated
• Problem solving skills and solution oriented.
• Flexibility
• Ability to multi-task and cope under pressure.
• Commitment to personal and team goals
• Ability to apply business rules and processes.
• Team Player
• Excellent administrative skills
• Ability to plan and manage time efficiently
• Results oriented
• Self-disciplined & Self-motivated and desire to excel
• Analytical and organized
• Attention to detail
  
  

Knowledge And Skills

Call monitoring and assessments and leads support activities(i.e. campaigns)

Documents feedback for coaching and developing agents

Process management and standards alignment

Leads queries, investigations and complaints

Personal Attributes

Communicates effectively - Contributing dependently

Plans and aligns - Contributing dependently

Self-development - Contributing dependently

Optimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. DEADLINE TO APPLY: 31 JULY 2025

Our commitment to transformation

At Miway we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. Miway is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.