Internal Auditor (Call Centre – Financial Services Provider) at GBS

About the Role

• We are seeking experienced Internal Auditors to join our dynamic Call Centre division within a regulated Financial Services Provider (FSP). This role is critical in ensuring the quality, compliance, and operational integrity of our call centre activities. You will be responsible for reviewing calls, assessing documentation, conducting process audits, and ensuring adherence to FSCA, FAIS, TCF, POPIA and internal governance standards.
• If you have a strong compliance mindset, excellent analytical skills, and a passion for improving customer experience and regulatory adherence, we would like to hear from you.

Key Responsibilities

Auditing & Compliance

• Conduct internal audits across sales, service, onboarding, retention, cancellations, and collections.
• Evaluate adherence to FAIS, TCF, POPIA, FICA, and internal compliance frameworks.
• Review recorded calls for script adherence, advice quality, disclosures, and potential misrepresentation.
• Identify high-risk behaviours and escalate any breaches immediately.

Quality Assurance

• Perform QA assessments of calls and customer interactions.
• Score calls using approved QA frameworks.
• Identify process and compliance gaps affecting customer experience or risk exposure.

Reporting & Documentation

• Compile daily, weekly, and monthly audit reports and trend analyses.
• Document all findings, non-conformances, and corrective actions.
• Present outcomes and insights to QA, Compliance, and Operations teams.

Process Improvement

• Recommend corrective actions and monitor their implementation.
• Collaborate with Team Leaders, Trainers, and Compliance to close identified gaps.
• Support audit readiness for regulatory and internal inspections.

Risk Management

• Identify operational and compliance risks within the call centre environment.
• Assist with root cause analysis for recurring issues.
• Contribute to improvements in internal controls.

Minimum Requirements

Qualifications

• Matric / Grade 12 (required)
• Tertiary qualification in Auditing, QA, Compliance, or Business (advantageous)
• RE5, FAIS Fit & Proper status, ISO 9001 Internal Auditor certification (advantageous)

Experience

• 2–5 years in Internal Auditing, QA, or Compliance within a call centre.
• Experience in Financial Services (insurance, lending, medical aid, debt review, etc.) preferred.
• Strong understanding of QA frameworks and call audit requirements.
• Experience analysing recorded calls for compliance.
• Bilingual abilities preferred.
• Ability to work independently and identify gaps proactively.