Quality Assurance Consultant

Level-Up; Sandton; On-site; ZAR 300,000 - 400,000; Full time

Job summary

An insurance services provider is seeking a Quality Assurance Specialist in Sandton. The role involves evaluating compliance and conducting audits, requiring a National Diploma or Degree in a related field. The ideal candidate should have a strong understanding of South African insurance regulations and at least 1 year of experience in quality assurance. This position offers opportunities to improve service delivery and compliance standards.

Qualifications

• Matric qualification essential.
• Knowledge of South African insurance regulations required.
• Experience in a quality assurance or compliance role is mandatory.

Responsibilities

• Evaluate recorded calls for compliance to standards.
• Conduct internal audits as per legislation.
• Compile QA reports and present them to management.

Skills

Analytical skills

Verbal communication

Written communication

Attention to detail

Proficient in MS Office

Education

National Diploma or Degree in Business Administration, Insurance, Quality Management or related field

FAIS Regulatory Exam (RE5)

Tools

CRM systems

QA tools

Job description

Key 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 risks, 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

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 (beneficial)

Experience and Skills Required

• Minimum of 1 year of 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 (preferred)
• Excellent analytical and observational skills
• Strong written and verbal communication and feedback skills
• Proficient in MS Office, CRM systems, and QA tools
• High attention to detail with a strong sense of ethics and confidentiality
• Ability to work independently and collaboratively as part of a team