Quality Assurance Team Leader

MiWay Insurance Limited; Midrand; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading insurance provider in Midrand is seeking a Quality Assurance Team Leader responsible for overseeing QA agents' productivity and quality audits. The ideal candidate will have at least 2 years of experience in the short-term insurance industry and strong leadership skills. You will ensure compliance and handle disputes while maintaining effective communication with stakeholders. This position offers opportunities for further career growth within the organization.

Benefits

Growth and development opportunities

Positive work environment

Qualifications

• Minimum of 2 years’ experience in the short-term insurance industry.
• Experience in a leadership role within Quality Assurance is advantageous.

Responsibilities

• Manage and oversee the productivity and quality of audits conducted by QA agents.
• Provide monthly reporting on KPI's.
• Handle disputes and ensure compliance.

Skills

Advanced computer literacy

Excellent verbal and written communication skills

Problem solving skills and solution oriented

Self-motivated

Team Player

Education

Grade 12/Standard 10/NQF 4

Tertiary Qualification/ NQF 5

Financial Services Board Regulatory Exams (RE5)

FAIS credits/ Full Insurance Qualifications

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 Team Leader will be responsible for managing and oversight of the QA agents productivity and quality of audits. They will be responsible to provide overall trends, insights, disputes, non-compliance, compliance. Monthly reporting on all required KPI’s and regular interactions with relevant stakeholders in the business to Streamline processes and procedures.

Minimum Qualification Required

• Grade 12/Standard 10/NQF 4
• Tertiary Qualification/ NQF 5
• Financial Services Board Regulatory Exams (RE5)
• 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
• Minimum of 2 years’ experience in a Quality Assurance Team Leader role advantageous
  
  

Deliverables include, but will not be limited to

• Supervise Operations of the QA Team
• Disputes handling
• Team Performance Monitoring
• Coaching and Training
• Process optimization
• Efficient Quality Delivery
• New Entrants Assistance
• Reporting Oversight
• Ensure that monthly team targets are met.
• Ensure that Quality assurance conducted by QA Agents are consistent and in accordance with the QA Scorecard and Internal Processes.
• Ensure accurate reporting to stakeholders regarding quality
• Ensure that corrections are reported where errors have been identified
• Ensure continuity of Collaboration with stakeholders
• Developing and implementing efficient processes
  
  

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

Drive leads and service targets

Coaching, quality and compliance

Reporting and communication

Management of employees

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Plans and aligns - Contributing independently

Directs work - Contributing independently

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.