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