Quality Assurance Specialist

Oneplan Underwriting Managers LtdZA

10 days ago

Job description

Job title : Quality Assurance Specialist

Job Location : Gauteng,

Deadline : November 15, 2025

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Job Description

As a Quality Assurance Specialist you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems and offer daily feedback via verbal & written communication.

Evaluating Call Quality

Assist operations in tracking, documenting, and reporting on quality levels

Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements

Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints

Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development

Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes

Interpret, build upon, and comply with company quality assurance standards

Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions

Document quality assurance activities with internal reporting and audits

Participate in the design of the call monitoring framework, quality standards and the associated checklists.

Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)

Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.

Prepare and analyse quality reports for management staff review.

Provide feedback and input into enhancements of processes, training and systems based on trends.

If required, assist with the coaching of agents based on findings.

If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agent.

Work collaboratively

Build a culture of respect and understanding across the organisation

Recognise outcomes which resulted from effective collaboration between teams

Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation

Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained

Demonstrate consistent application of internal procedures

Plan and prioritise, demonstrating abilities to manage competing demands

Demonstrate abilities to anticipate and manage change

Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Job Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

Grade 12 with English and Afrikaans language

Fluent in Afrikaans (spoken and written)

Relevant qualification will be advantageous

1 – 2 years’ experience in a Quality Assurance environment or Call Centre Sales environment preferred

FAIS Regulatory examination for Representatives (RE5) and (RE1) for Key Individual

Functioal Competencies

Excellent listening and administrative skills

Proficient in the use of MS Office

Ability to assess calls and provide insight and value-added feedback to management

Ability to understand SOP’S and ensure adherence to internal processes at all times

Knowledge of QA metrics, Variance reports and calibration sessions

Accuracy and attention to detail

Ability to meet deadlines

Essential

Evaluating problems

Investigate Issues

Building Relationships

Communicating Information

Showing Resilience

Adjusting to change

Giving Support

Processing Details

Structuring Tasks

Execution and Results

Customer centered

Planning and Improvement

Ethics and Compliance

Adaptability

Behaviours

Energy

Passion

Respect for others

Honest and Fair

Creativity

Positive Attitude

Courage

Tenacity

Achieves Results

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Assurance Specialist • ZA

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