Purpose of the Role

The Quality Analyst ensures the quality, accuracy, and compliance of sales and policy administration interactions within an insurance call centre. The role supports FAIS, TCF, POPIA, and internal standards, while improving sales quality, reducing risk, and enhancing customer experience.

Key Responsibilities

Monitoring & Evaluation

• Assess sales calls for FAIS compliance, disclosures, consent, and affordability/needs analysis.
• Review policy admin actions: cancellations, amendments, reinstatements, validations.
• Ensure adherence to TCF and customer protection standards.
• Maintain a structured evaluation sampling plan.

Compliance & Risk Control

• Identify and escalate major non-compliance or mis-selling risks.
• Ensure POPIA adherence and accurate customer information handling.
• Support regulatory audits and FAIS documentation controls.

Coaching & Performance Improvement

• Provide feedback and coaching on sales behaviour, compliance, and service quality.
• Monitor improvement actions and partner with Training on refresher sessions.

Reporting & Insights

• Produce weekly/monthly QA reports and compliance trend analysis.
• Present insights that support sales conversion and risk reduction.
• Maintain dashboards for operational decision-making.

Process Improvement

• Identify process gaps, rework, and system issues.
• Recommend improvements to scripts, workflows, and SOPs.
• Participate in UAT for system changes and product updates.

Calibration & Governance

• Participate in regular calibration sessions.
• Ensure consistent and fair scoring aligned to regulatory standards.

Skills & Competencies

Technical

• Strong knowledge of FAIS, TCF, POPIA, and insurance product compliance.
• Ability to identify mis-selling and high-risk sales behaviours.
• Strong analytical skills; advanced Excel proficiency.
• Experience with QA platforms, CRM, telephony, and call-centre systems.

Behavioural

• High integrity and objectivity.
• Excellent communication and coaching ability.
• Strong attention to detail and accuracy.
• Ability to work under pressure and meet deadlines.

Minimum Requirements

• 3-year qualification in Business, Administration, Communications, or related field.
• Minimum 2 years QA experience in an Insurance Sales Call Centre.
• Strong knowledge of sales, underwriting basics, and policy admin processes.
• Proficient in Microsoft 365 and reporting tools.

Advantageous

• RE5 certification.
• NQF Level 4/5 in Short-term or Long-term Insurance.
• Experience with Power BI or analytics tools.
• Proficient in Adobe, Word, Excel, Outlook, and PowerPoint.

Working Conditions

• Onsite – Roodepoort.
• Monday–Friday, 08:00–17:00.
• Occasional after-hours work during audits or system changes.