Consultant: Quality Assurance and Insights

About the role

Capitec Bank is seeking an analytical and solutions‑focused Quality Assurance Consultant to strengthen quality across its insurance claims operations. You will ensure that claims processes, decisions and customer interactions meet regulatory, contractual and internal standards while identifying risks and improvement opportunities.

Key responsibilities

• Conduct end‑to‑end QA reviews, including claim‑file reviews, call monitoring, system audits and process walk‑throughs.
• Assess claim decisions, documentation, turnaround times and customer communication against policy terms, legislation and internal procedures.
• Analyse claims outcomes, customer feedback and quality data to identify trends, defects and systemic issues.
• Investigate complaints, rework, repudiations and audit findings using root‑cause analysis.
• Translate findings into recommendations, corrective actions, coaching, training inputs and process updates.
• Partner with Claims Operations, Compliance, Legal, Risk, Training and Technology teams and support UAT, system implementations and automation reviews.

Required profile

• 3‑5 years experience in insurance operations, claims management, quality assurance or compliance, with proven collaboration across diverse teams.
• Minimum Grade 12 / National Certificate; preferably a Bachelor’s degree in Business Engineering, Business Administration or a tertiary qualification in Quality Management.

Required skills

• Quality management systems, tools and methodologies.
• Data analysis and interpretation.