Sales Quality Assurance Auditor

Sanlam Limited; Johannesburg; On-site; ZAR 360,000 - 600,000; Full time

Job summary

MiWay is seeking a Quality Assurance Auditor to monitor and improve customer interactions within the Sales and Client Services teams. The role emphasizes regulatory compliance, quality trends, and actionable feedback to management.

Applicants should have 2+ years in Short-Term Insurance in Sales or Client Services, with possible advantage for QA experience and multilingual capabilities in Venda, Tsonga or Afrikaans. The role is based in Johannesburg and focuses on service quality and compliance.

Qualifications

• Experience in Short-Term Insurance within Sales or Client Services (2+ years).
• Experience with QA roles is advantageous.
• Multilingual ability in Venda, Tsonga or Afrikaans is advantageous.

Responsibilities

• Conduct regular quality assessments of inbound/outbound calls, emails and other interactions.
• Identify non-compliance, service failures and quality concerns for management review.
• Provide accurate reporting and actionable feedback to improve performance and customer experience.

Skills

Process management

Coaching feedback

Call monitoring

Non-compliance investigations

Tools

TIA/MIA system

Job description

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you. Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.

We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way. Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

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.

What will you do?

The Quality Assurance Auditor is responsible for monitoring, evaluating, and auditing interactions within the Sales and Client Services departments to ensure compliance with company policies, regulatory requirements, service standards, and operational procedures. The role focuses on identifying quality trends, areas of non-compliance, and development opportunities while providing accurate reporting and actionable feedback to management to enhance overall performance and customer experience.

The QA Auditor will conduct regular quality assessments of inbound and outbound calls, emails, and other customer interactions within the Sales team and monitor adherence to regulatory requirements applicable to the short-term insurance industry.Identify and document instances of non-compliance, service failures, and quality concerns for management review.

Minimum Qualifications and Experience

• Experience of more than 2 years in Short-Term Insurance within a Sales or Client Services environment
• TIA/MIA system experience
• Experience in QA roles will be advantageous
• Multilingual in various languages; Venda, Tsonga and Afrikaans will be advantageous

Knowledge and Skills

Process management and standards alignment

Documents feedback for coaching and developing agents

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

Leads queries, investigations and complaints

Core Competencies

• advanced computer literacy
• must be highly proficient in dealing with stakeholders and astaff
• Excellent verbal and written communication skills
• self-motivated
• Problem solving skills and solution orientated
• Flexibility
• Ability to multi-task and cope under pressure
• Commitment to personal and team goals
• Ability to apply business rules and processes
• Team player
• Abiltity to plan and manage time efficiently
• Results orientated
• Self-disciplined & self-motivated to excel

Personal Attributes

Communicates effectively - Contributing dependently

Plans and aligns - Contributing dependently

Self-development - Contributing dependently

Optimises work processes - Contributing dependently

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.

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.