Quality Assurance Specialist
Summary
Miway (part of Sanlam) is hiring a Quality Assurance Specialist in Midrand, South Africa, to monitor sales and client-service calls, run QA audits against scorecards, report on compliance and trends, and provide feedback to coach sales agents. The role requires short-term insurance experience and familiarity with systems like IPA, TIA/MIA, Genesis Cloud and CallMiner.
What will you do?
The Quality Assurance Specialist will be responsible for monitoring sales and client services departments. The QA Specialist will be required to report on various areas of non-compliance, compliance, trends analysis. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of sales agents
Minimum Qualification Required
• Grade 12/Standard 10/NQF 4
• Tertiary Qualification/ NQF 5
• Financial Services Board Regulatory Exams (RE5)
• FAIS credits/ Full Insurance Qualifications (Depending on DOFA)
Minimum Experience
• Minimum of 2 years’ experience in the short-term insurance industry
• IPA System
• TIA/ MIA System experience
• Genesis Cloud System
• Minimum of 2 years’ experience in a QA Agent role
• Call miner
• Business Insurance and Personal Insurance experience advantageous
Deliverables include, but will not be limited to
• Ensure that monthly targets are met.
• Ensure that QA Audits are being conducted consistently and in accordance with the QA Scorecard and Internal Processes.
• Ensure accurate reporting to Team Leader and stakeholders regarding quality
• Ensure that corrections are reported where errors have been identified and communicate
Competencies Required
• Advanced computer literacy
• Must be highly proficient in dealing with stakeholders and staff
• Excellent verbal and written communication skills
• Self-motivated
• Problem solving skills and solution oriented.
• 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
• Ability to plan and manage time efficiently
• Results oriented
• Self-disciplined & Self-motivated and desire to excel
• Analytical and organized
• Attention to detail
Knowledge and Skills
Personal Attributes
Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. DEADLINE TO APPLY: 8 October 2026