Consultant: Quality Assurance and Insights at Capitec Bank

Purpose Statement

• We are looking for an analytical and solutions-focused Quality Assurance Consultant to strengthen quality across our insurance claims operations. You will ensure that insurance claims processes, decisions, and customer interactions meet regulatory, contractual, and internal quality standards by identifying risks and improvement opportunities, translating findings into corrective actions, and embedding sustainable quality improvements across Insurance Operations.This is an opportunity to influence how funeral, life and credit-life claims are assessed, communicated and continuously improved.

What you will do:

• Conduct end-to-end QA reviews, including claim-file reviews, call monitoring, system audits and process walk-throughs.
• Assess claim decisions, documentation, turnaround times and customer communication against policy terms, legislation, regulatory requirements, internal procedures and risk frameworks.
• Analyse claims outcomes, customer feedback and quality data to identify trends, defects and systemic issues.
• Investigate complaints, rework, repudiations and audit findings using root-cause analysis.
• Translate findings into clear recommendations, corrective actions, coaching, training inputs and process updates.
• Partner with Claims Operations, Compliance, Legal, Risk, Training and Technology teams.
• Support UAT, system implementations, automation and post-implementation reviews.
• Help refine QA scorecards, sampling models, methodologies and reporting frameworks.
• Kindly note that this role is based in Cape Town, Century City.

Experience
Min:

• 3-5yrs experience in insurance operations, claims management, quality assurance, or compliance. 
• Experience of collaboration across multiple and diverse teams.
• Project and change management experience 

Ideal:  

• Strong understanding of insurance products and claims processes

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Bachelor's Degree in Business Engineering or Business Administration
• A relevant tertiary qualification in Quality Management

Knowledge
Min:

• Deep and broad knowledge of the business area and specific domain, function or department.
• Quality management systems, tools and methodologies
• Data analysis and interpretation
• Fundamentals of behaviour change
• Change management methods, practices and tools
• Understanding of requirements, specifications and technical design
• Project management methodology 

Ideal:

• Understanding of the SDLC, testing tools, programming languages

Key Performance Areas
Quality Assurance for a specific function or department

• Apply subject matter expertise to support quality within a specialised area.
• Ensure adherence to standards, policies, and regulations.
• Review deliverables to meet internal and industry quality standards.
• Conduct quality checks to identify risks, deviations, and best practices.
• Analyse data and trends to identify improvement opportunities.
• Provide feedback, recommendations, and solutions to stakeholders.

Adoption of improvements and change

• Collaborate with stakeholders to design and implement changes.
• Drive adoption through training, coaching, and communication.
• Maintain accurate records and reporting of QA activities.

Quality Assurance standards

• Contribute to QA frameworks, policies, and best practices.
• Stay up to date with industry trends and regulatory requirements.
• Build knowledge of the business, processes, and systems.
• Maintain strong internal and external stakeholder networks.

Translate findings into corrective action

• Share findings with clear improvement recommendations.
• Support and track performance improvement initiatives.
• Develop content for individual and team learning.

Project delivery

• Support projects, system changes, and new implementations.
• Ensure quality standards are applied throughout delivery.
• Contribute to process improvements and efficiency gains.

Skills

• Analytical Skills
• Attention to Detail
• Change Management Skills
• Communications Skills
• Interpersonal & Relationship management Skills
• Problem solving skills
• Project Management Skills (Methodolgy Specific)

Conditions of Employment

• Clear criminal and credit record