Job Ref #: 00000000
Industry: Call Centre
Job Type: Temp
Positions Available: 4

Job Description

Key Responsibilities
1) Quality Monitoring & Scoring
? Monitor a defined sample of multi-channel interactions (voice, email, chat, social) per agent/team according to
sampling strategy.
? Score interactions against approved QA scorecards (compliance, process accuracy, soft skills, empathy, problem
resolution, sales suitability).
? Evaluate sales calls for suitability and disclosure (needs analysis, exclusions/limitations, policy terms, premium,
coolingoff, consent).
? Flag critical fails (e.g., POPIA breach, mis-selling risk, failure to authenticate, non-adherence to mandated
scripts).
? Provide timely, evidence-based feedback to agents and team leaders; schedule side-by-sides and coaching
huddles.
2) Compliance & Regulatory Assurance
? Validate adherence to POPIA, FAIS/FSCA guidance, TCF outcomes, Do Not Contact/Direct Marketing preferences,
and complaints handling protocols.
? Verify mandatory disclosures and consent, accurate record-keeping, and correct verification/ID processes.
? Escalate regulatory breaches via formal incident pathways; support remediation and RCA documentation.
3) Calibration & Governance
? Run weekly calibrations with TPA QA, Internal Operations, and Client stakeholders to ensure scoring consistency.
? Maintain version-controlled QA scorecards and SOPs; contribute to QA policy updates and change control.
? Prepare QA packs for governance forums (SLA reviews, risk committees, client QBRs).
4) Insights & Continuous Improvement
? Trend QA outcomes (by product, process, campaign, agent, and failure mode).
? Partner with Training/L&D, Workforce, and Ops on targeted interventions (refresher training, script refinements,
knowledge-base updates).
? Translate insights into action plans with measurable targets; track closure of corrective actions.
? Identify automation or tooling opportunities (e.g., speech analytics keywords, autoQM rules).
5) Stakeholder & TPA Management
? Maintain strong working relationships with the TPA operations leads, team managers, and client QA/compliance
teams.


C2
General
? Ensure timely submission of QA reports, breach logs, call extracts, and audit artefacts as per the TPA
contract/SLA.
? Support external/internal audits and assist in evidence collation and response.
6) Data Integrity & Tooling
? Use QA platforms (e.g., NICE, Verint, Calabrio, Genesys QM) and CRM/Policy Admin systems to validate records.
? Ensure accurate tagging, classification, and secure storage of QA artefacts and customer information per POPIA.
? Validate linkage between QA results and operational KPIs (CSAT/NPS, FCR, AHT, Sales Conversion, Retention,
Complaints).

Insurance Lines Covered
Device Insurance, Motor Insurance, Household Contents, Building Insurance, Travel Insurance, Funeral Cover, Credit Life,
Life Risk Products, Health / Medical Insurance, Value-Added Services (VAS), Roadside Assistance, Extended Warranty

Job Requirements

- Matric required; diploma/degree preferred
- 2–4 years QA in insurance contact centre
- Experience with Third Party Administrator environments
- RE5 advantageous