Sales Quality Assurance Auditor at MiWay Insurance Limited

What will you do?

• The Quality Assurance Auditor is responsible for monitoring, evaluating, and auditing interactions within the Sales and Client Services departments to ensure compliance with company policies, regulatory requirements, service standards, and operational procedures. The role focuses on identifying quality trends, areas of non-compliance, and development opportunities while providing accurate reporting and actionable feedback to management to enhance overall performance and customer experience.
• The QA Auditor will conduct regular quality assessments of inbound and outbound calls, emails, and other customer interactions within the Sales team and monitor adherence to regulatory requirements applicable to the short-term insurance industry.Identify and document instances of non-compliance, service failures, and quality concerns for management review.

Minimum Qualifications and Experience

Minimum Qualification 

• Grade 12 / Standard 10 / NQF 4

Minimum Experience

• Experience of more than 2 years  in Short-Term Insurance within a Sales or Client Services environment 
• TIA/MIA system experience
• Experience in QA roles will be advantageous
• Multilingual in various languages; Venda, Tsonga and Afrikaans will be advantageous 

Knowledge and Skills

• Process management and standards alignment
• Documents feedback for coaching and developing agents
• Call monitoring and assessments and leads support activities(i.e. campaigns)
• Leads queries, investigations and complaints

Core Competencies

• advanced computer literacy
• must be highly proficient in dealing with stakeholders and astaff
• Excellent verbal and written communication skills
• self-motivated
• Problem solving skills and solution orientated
• Flexibility
• Ability to multi-task and cope under pressure
• Commitment to personal and team goals
• Ability to apply business rules and processes
• Team player
• Excellent administrative skills
• Abiltity to plan and manage time efficiently
• Results orientated
• Self-disciplined & self-motivated to excel