Quality Assurance Specialist
AlexforbesWorkFromHome, Gauteng, South Africa7 days ago
Job description2+ years in a Quality Assurance role within a contact centre or customer service environment Exposure to insurance or employee benefits industry – Essential Skilled in monitoring customer interactions (calls, emails, chats) Familiar with QA frameworks, scorecards, and sampling methodologies Strong understanding of CSAT, FCR, AHT and other service metrics Experience with CRM, QA software, and call monitoring tools Proven ability to coach and develop front-line staff Knowledge of ISO standards and quality management frameworks Conduct daily QA evaluations and provide actionable feedback Analyze service metrics and identify improvement areas Lead Error & Root Cause Analysis (RCA) reporting Collaborate with Training, Operations, and Management teams Facilitate coaching sessions to drive performance and compliance Conduct needs analysis to identify training gaps and support development Prepare and present quality and performance reports to stakeholders Ensure alignment with ISO and internal quality standards Support staff development and continuous learning initiatives Strong communication, coaching, and presentation skills Excellent time management and planning abilities Proficient in Microsoft Office, CRM, and contact centre systems Deep understanding of Retirement Fund Industry and ETD legislation Ability to build relationships and influence across teams Results-driven with a passion for customer satisfaction and service excellence Bursary and Leadership Development Programmes to help you grow professionally. E-Learning Forums and continuous learning opportunities. Financial Planning Support tailored for staff. Total Rewards Package : Competitive short- and long-term incentives. Power Of One : Monetary recognition for outstanding performance. Lead Incentives & Referral Bonuses for helping us grow our talent pool. Retirement Fund Contributions starting at 13% of CTC. Group Risk Cover : Funeral, Dread Disease, and Life Insurance. Medical & Gap Cover : 100% of CTC with Discovery / Bonitas (Mandatory unless you are a dependent). Flexible Ways of Work : Hybrid work model to suit your lifestyle. Connectivity Benefit : Wi‑Fi allowance. Employee Wellness & Assistance Programmes to support your wellbeing. My Savings Account to help you plan for the future.
The purpose of the Quality Assurance (QA) Specialist is to enhance the overall customer experience by monitoring and assessing a variety of customer interactions—across voice calls, emails, face-to-face engagements, and other channels. Through detailed analysis and storytelling via structured reporting, the QA Specialist provides insights into the end-to-end customer journey.
A core aspect of this role is the identification of business impact metrics, performance trends, and potential risks that can inform continuous improvement. The QA Specialist adds value by ensuring effective governance of the QA framework and aligning outcomes with client and business objectives.
In addition, the QA Specialist plays a pivotal role in supporting learning and development initiatives—coaching both new hires and existing employees with the aim of improving service quality, consistency, and customer satisfaction within the Business Support Area.
Education & Certifications
- Matric (NQF 4) – Essential
- Higher Certificate / Diploma in Quality Assurance (NQF 6) – Advantageous
- Professional certifications such as :
- Certified Quality Auditor (CQA)
- Six Sigma Yellow / Green Belt
- Financial Services Risk or Compliance certifications
Experience
Key Responsibilities
Competencies
Why Join Alexforbes?
At Alexforbes, we don’t just offer jobs - we build careers. Here’s what makes us stand out :
Growth & Development :
Rewarding Performance :
Comprehensive Benefits :
Work-Life Balance :
Join a company that values its people, invests in their growth, and rewards excellence. Be part of a team that’s shaping the future of financial services.
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Assurance Specialist • WorkFromHome, Gauteng, South Africa
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