Quality Assurance Specialist

About the role

The Quality Assurance Specialist will monitor the sales and client services departments of Miway, ensuring compliance with internal standards and regulatory requirements. You will analyse trends, document quality issues and support the coaching and development of sales agents.

Key responsibilities

• Monitor sales and client service interactions and conduct QA audits using the QA Scorecard.
• Report non‑compliance, compliance trends and performance measures to management.
• Document quality issues and corrective actions for stakeholder review.
• Ensure monthly QA targets are met and audits are performed consistently.
• Provide feedback and educational material to sales agents to improve performance.

Required profile

• Minimum Grade 12/NQF 4 qualification; tertiary qualification (NQF 5) preferred.
• At least 2 years experience in the short‑term insurance industry and in a QA agent role.
• FAIS credits or full insurance qualifications as required by the DOFA.
• Strong computer literacy and ability to work under pressure while meeting team goals.

Required skills

• Proficiency with IPA System, TIA/MIA System and Genesis Cloud System.
• Experience using Call Miner for call monitoring and assessment.
• Ability to apply business rules, process management and standards alignment.