Quality Assurance Consultant at Sanlam Group

What will you do?

• As a Quality Assurance Consultant, you will play a key administrative support role focused on monitoring, evaluating, and improving the quality of sales calls within our call centre. In addition to providing detailed feedback, you will support agents through targeted coaching to drive performance improvement.
• Your insights and guidance will directly contribute to enhancing the client experience and ensuring compliance with quality standards 

Key responsibilities include:

• Review and assess sales calls for quality and compliance.
• Evaluate calls against established quality benchmarks.
• Report on call quality and escalate any non-compliant interactions.
• Handle escalated service calls to clients.
• Maintain and update the QA portal and generate required reports.
• Foster strong relationships with both clients and internal teams.
• Collaborate closely with Sales and Service departments to drive continuous improvement.
• Support agents through targeted coaching to drive performance improvement. 

What will make you successful in this role?

Qualification & experience  

• Matric (Grade 12) required.
• Experience in quality assurance or call centre environments within financial services is preferred.
• Background in client service and administration.
• Proficiency in English and at least one additional South African language, preferably Venda or Tsonga. 

Knowledge and skills  

IT: 

• Proficient in Microsoft Office (Excel, Word, Outlook).
• Familiarity with CRM systems and Vici Dialer. 

Business:

• Basic understanding of the financial services industry and MiWayLife products.
• Awareness of compliance regulations (e.g., FICA, POPIA).
• Policy/contract knowledge  
• Knowledge of policy/contract terms and underwriting processes.
• Understanding of quality assurance methodologies and customer service best practices. 

Personal attributes

• Strong attention to detail and analytical mindset.
• Effective problem-solving and decision-making skills.
• Client-centric with excellent communication and listening abilities.
• Strong time management and planning capabilities.
• Proactive and action-oriented.