Quality Assurance Officer (6 Months Fixed Term Contract)

To support the company in achieving consistent service quality, regulatory compliance, and operational governance by assisting the Quality Assurance Team Leader. The role ensures accurate quality assessments, clear reporting, and constructive stakeholder feedback, while contributing to continuous improvement initiatives through gap analysis, solution recommendations, and progress tracking across operational functions.

Requirements

Education & Experience

• Matric qualification (essential).
• RE5 certification (advantageous).
• 2–4 years’ QA experience within insurance, financial services, or a regulated contact centre environment.
• Demonstrate ability in reporting, coaching, quality analysis, and stakeholder engagement (advantageous).

Job competencies

• Microsoft Office proficiency for reporting and data analysis.
• Experience with QA tools, CRM systems and call monitoring software.
• Knowledge of insurance terminology and industry practices.
• Understanding of quality governance, risk and compliance principles.
• Knowledge of root cause analysis and quality calibration.
• Knowledge of TCF, FAIS, PPR and relevant insurance regulations.
• Understanding of audit requirements and quality evidence management.