Quality Assessor: Call Centre, Sales & Compliance

SUMMARY:
An exciting opportunity exists for a Quality Assessor to join a dynamic funeral services organisation. The successful candidate will have experience assessing sales calls in a call centre environment, a strong understanding of insurance legislation, and the flexibility to travel between branches when required.

POSITION INFO:
Minimum Requirements

• Matric (Grade 12)
• Minimum 3 years' experience as a Quality Assessor/QA Analyst within a call centre environment
• Proven experience assessing and monitoring sales calls
• Experience within funeral insurance, life insurance, or financial services will be highly advantageous
• Sound knowledge of FAIS, TCF, POPIA, PPRs, and Long-Term Insurance legislation
• Strong coaching, analytical, and reporting skills
• Valid driver's licence and own reliable transport
• Willingness to travel between branches when required

• Monitor and evaluate sales calls for quality, compliance, and customer experience
• Conduct call audits and complete quality assessments
• Identify compliance breaches, sales risks, and improvement opportunities
• Provide coaching and feedback to sales consultants and team leaders
• Analyse trends and compile quality and compliance reports
• Support branch audits and continuous improvement initiatives
• Ensure adherence to legislative and regulatory requirements relating to funeral and insurance policy sales

• Excellent attention to detail
• Strong listening and analytical abilities
• Ability to identify sales and compliance risks
• Excellent communication and coaching skills
• High level of professionalism and integrity
• Ability to work independently and manage multiple priorities