Quality Assurance Team Leader/Senior Quality Assurer

SUMMARY:
Job Summary:
We are seeking a highly motivated and experienced Quality Assurance Team Leader/Senior Quality Assurer to join our dynamic team. The successful candidate will be responsible for leading and executing comprehensive quality assurance reviews of 100% of our sales interactions, whether voice logged or paper-based. This role requires a meticulous individual with a strong understanding of insurance brokerage operations, compliance regulations, and sales best practices. The ability to provide constructive feedback, coach sales teams, and drive continuous improvement is essential.

POSITION INFO:
Responsibilities:

· Sales Interaction Assessment:
o Conduct thorough quality assurance reviews of 100% of sales interactions, including voice logs and paper-based documentation, to ensure adherence to company policies, regulatory requirements, and sales best practices.
o Evaluate sales processes, product knowledge, customer service, and compliance with relevant legislation (e.g., FAIS, POPIA).
o Identify and document any deviations, errors, or areas for improvement.

· Team Leadership (if applicable):
o Lead, mentor, and develop a team of quality assurance analysts (if applicable).
o Assign and manage workloads, ensuring timely completion of reviews.
o Provide coaching and feedback to team members to enhance their performance.
o Ensure team consistency in quality review methodology.
· Reporting and Analysis:
o Generate detailed reports on quality assurance findings, highlighting trends, risks, insights and areas for improvement.
o Analyze data to identify root causes of quality issues and recommend corrective actions.
o Present findings to management and stakeholders

· Sales Coaching and Training:
o Provide constructive feedback and coaching to sales representatives based on quality assurance findings.
o Identify training needs and collaborate with the training department to develop and deliver targeted training programs.
o Assist in the development and maintenance of quality assurance standards and procedures

· Compliance and Regulatory Adherence:
o Stay up-to-date with relevant insurance regulations and compliance requirements.
o Ensure that all sales interactions comply with applicable laws and company policies.
o Identify and report any potential compliance risks.
· Continuous Improvement:
o Proactively identify opportunities to improve quality assurance processes and procedures.
o Contribute to the development and implementation of quality improvement initiatives.
o Maintain and improve the quality assurance scoring matrix.
Qualifications and Experience:
· Proven experience in quality assurance within the insurance brokerage industry, specifically high net worth.
· Strong understanding of insurance products, sales processes, and compliance regulations (FAIS, POPIA, etc.).
· Experience in assessing voice logs and paper-based documentation.
· Excellent analytical and problem-solving skills.
· Strong communication and interpersonal skills.
· Ability to provide constructive feedback and coaching.
· Proficiency in using quality assurance software and reporting tools.
· Experience in sales coaching and training is highly advantageous.
· Leadership experience (for Team Leader role) is advantageous.
· Relevant industry qualifications (e.g., RE5) are preferred.
· Strong attention to detail.

Skills:
· Quality Assurance
· Compliance
· Sales Coaching
· Data Analysis
· Reporting
· Communication
· Leadership (if applicable)
· Problem-Solving
· Attention to Deta

Must haves:
Matric
Personal and Commercial Insurnace Experience
RE 5
FETC: Short term Insurance NQF Level 4 / Wealth Management NQF Level 5

If you meet these criteria, apply now! We'll be in touch with qualified candidates. If you don't hear from us within 2 weeks, please consider your application unsuccessful. Start your journey with us today!