Quality Assurance Specialist

What will you do?

The primary responsibility of this role is monitoring and evaluating the quality of customer interactions within the call center. This individual ensures that agents adhere to company policies, industry regulations and deliver exceptional customer service. The QA Specialist identifies performance gaps, provides actionable feedback, and supports training initiatives to ensure continuous improvement and compliance.

What will make you successful in this role?

Administration, monitoring of inbound and outbound calls
• Monitor inbound and outbound calls to evaluate agent performance, script adherence, compliance, and customer service quality
• Use QA scorecards and tracking systems to assess and document call quality
• Collaborate with team leaders and training departments to develop performance improvement plans for agents
• Provide timely, constructive feedback to agents, including coaching sessions and follow-ups
• Identify trends, training needs, and areas for improvement based on call evaluations and customer feedback
• Ensure compliance with insurance industry regulations (e.g., HIPAA, state insurance laws)
• Participate in calibration sessions to ensure consistency in QA evaluations
• Develop and maintain QA reporting tools and dashboards for leadership
• Assist in the onboarding and training of new QA team members and call agents

Client Service & Support (internal & external)
• Provide effective client service to stakeholders
• Quick investigations and response to agent and client queries with efficient feedback
• Proper communication of requirements and follow up to make sure requirements are effectively handled before expiry
• Identification of problems and support to agents

Systems
• Detection, reporting and logging of system errors on ace project platform
• Product and TE process testing as required from time to time
• Identifying issues that influence production negatively, find and implement solutions

Qualification and Experience

Grade 12 minimum qualification with 2 - 3 years of experience in the industry or Diploma/Degree in Business Administration/Communication or similar in relevant fields.
Previous experience in quality assurance environment or a similar role is preferred.

Knowledge and Skills

Expertise in product knowledge for your particular line of business.
Administration and processing of new and existing business.
Attention to Detail: Ensuring accuracy in evaluations and documentation.
Organizational Skills: Managing multiple tasks, maintaining records, and keeping track of performance metrics.
Time Management: Prioritizing tasks and meeting deadlines efficiently.
Analytical Skills: Interpreting data from QA assessments to identify trends and areas for improvement.
Problem-Solving: Addressing issues that arise during evaluations and finding effective solutions.
Collaboration: Working with various departments to develop training programs and performance improvement plans.
Compliance Knowledge: Understanding and ensuring adherence to industry regulations and standards.

Personal Attributes

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.

Core Competencies

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