Quality Assurance Consultant

Key Responsibilities

• Evaluate recorded calls and written correspondence to assess adherence to scripts, procedures, and compliance standards
• Monitor claims and underwriting processes for quality and regulatory compliance
• Identify and report gaps in service delivery, fraud risks, policy adherence, and regulatory non-compliance
• Conduct regular internal audits and quality checks in line with FAIS, TCF, and POPIA legislation
• Provide feedback and coaching to staff based on quality monitoring results
• Compile and present monthly QA reports to management, highlighting trends, risks, and areas for improvement
• Collaborate with Training, Legal, and Compliance teams to update SOPs and ensure alignment with industry best practices
• Participate in root cause analysis for recurring quality or compliance issues
• Assist in developing and maintaining a Quality Management System (QMS) aligned with ISO or local standards

Qualifications

Experience and Skills Required