Role:
The QA Analyst will provide oversight and direction by monitoring calls, calibrating audits, recommending improvements on scorecards and processes, and ensuring accuracy of information and the quality of client delivery.

Main Responsibilities:
• Assess calls and achieve set targets
• Monitor and establish excellence in agent calls using compliance and legislative requirements combined with appropriate selling techniques as a benchmark.
• Uphold the integrity of the quality assurance process through continual calibration both internal and external.
• Comply with corporate governance policies, procedures and standards.
• Coaching of staff on QA performance improvement
• Provide weekly reports regarding quality of calls, looking at common trends and areas of improvement.
• Contribute to monthly and weekly quality reporting
• Provide input to methodology, process and system enhancements
• Any ad-hoc duties which may include and are not limited to: investigations/disputes, report findings, test calls, retrieval of recordings etc.

Minimum Requirements:
• A firm understanding and knowledge of the Insurance Industry
• RE5 is essential
• Quality assurance auditing
• Quality coaching experience
• General knowledge of the tools, concepts and methodologies of Quality Assurance
• Minimum 2 years’ experience as a Quality Assurance Analyst in a similar environment
• Fluency in English and African Language (Sotho and Sepedi will be an advantage)
• Matric or equivalent qualification
• Fully computer literate (MS Word, Excel and PowerPoint)

Skills:
• Effective communication skills (verbal and written)
• Analytical skills
• Attention to detail
• Good report writing skills
• Excellent inter-personal skills
• Team Player

Salary:
• Market related
• Negotiable depending on experience and qualifications