Quality Assurance Leader – Insurance Ops & Coaching

Sanlam Limited; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading insurance provider is seeking a Quality Assurance Consultant based in Cape Town. The role involves monitoring agent interactions, providing feedback, and conducting quality assessments. Candidates should have at least 3–5 years experience in short-term insurance and strong analytical skills. This position offers opportunities for growth within a dynamic environment, emphasizing the importance of quality service and compliance.

Benefits

Growth and development opportunities

Commitment to diversity and inclusion

Qualifications

• 3 – 5 years' experience in short term insurance or contact centre operations.
• Previous Quality Assurance experience is advantageous.
• Excellent computer literacy, particularly Intermediate Excel.

Responsibilities

• Monitor and analyse interactions of agents and customers.
• Conduct targeted audits of interactions.
• Plan and assist in conducting quality and risk reviews.

Skills

Process improvement skills

Excellent interpersonal skills

Time management

Coaching skills

Analytical

Communication

Problem Solving

Education

Matric / Grade 12

Short term insurance related qualification (min NQF lev 4)

Tools

Policy Centre

Avaya

USD

Mainframe

WebE

Job description

A leading insurance provider is seeking a Quality Assurance Consultant based in Cape Town. The role involves monitoring agent interactions, providing feedback, and conducting quality assessments. Candidates should have at least 3–5 years experience in short-term insurance and strong analytical skills. This position offers opportunities for growth within a dynamic environment, emphasizing the importance of quality service and compliance.