Quality Assurance Consultant

Who are we?
- MiWayLife is committed to empowering clients by offering affordable, simple, and suitable financial solutions—primarily through telephonic intermediary channels. With a team of approximately 100 dedicated tied advisors, we focus on meeting the evolving financial needs of our clients.
- Our vision is to build a world-class direct financial services business that:

- Delivers exceptional service and value-driven products while ensuring fair treatment of clients.
- Is recognized as an employer of choice.
- Acts as a responsible corporate citizen, contributing meaningfully to the transformation of the financial services industry.
- Our culture is rooted in our core values: Accountability, Attitude, Energy, and Professionalism. We are a dynamic, innovative team of free-thinkers, passionate about disrupting the norm.

**What will you do?**
- As a Quality Assurance Consultant, you will play a key administrative support role focused on monitoring, evaluating, and improving the quality of sales calls within our call centre. In addition to providing detailed feedback, you will support agents through targeted coaching to drive performance improvement. Your insights and guidance will directly contribute to enhancing the client experience and ensuring compliance with quality standards

Key responsibilities include:

- Review and assess sales calls for quality and compliance.
- Evaluate calls against established quality benchmarks.
- Report on call quality and escalate any non-compliant interactions.
- Handle escalated service calls to clients.
- Maintain and update the QA portal and generate required reports.
- Foster strong relationships with both clients and internal teams.
- Collaborate closely with Sales and Service departments to drive continuous improvement.
- Support agents through targeted coaching to drive performance improvement.

**What will make you successful in this role?**
- Qualification & experience
- Matric (Grade 12) required.
- Experience in quality assurance or call centre environments within financial services is preferred.
- Background in client service and administration.
- Proficiency in English and at least one additional South African language, preferably Venda or Tsonga.
- Knowledge and skills
- IT:

- Proficient in Microsoft Office (Excel, Word, Outlook).
- Familiarity with CRM systems and Vici Dialer.
- Business:

- Basic understanding of the financial services industry and MiWayLife products.
- Awareness of compliance regulations (e.g., FICA, POPIA).
- Policy/contract knowledge
- Knowledge of policy/contract terms and underwriting processes.
- Understanding of quality assurance methodologies and customer service best practices.
- Personal attributes
- Strong attention to detail and analytical mindset.
- Effective problem-solving and decision-making skills.
- Client-centric with excellent communication and listening abilities.
- Strong time management and planning capabilities.
- Proactive and action-oriented.

Closing Date: 28 July 2025

**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 realize their worth.

**Core Competencies**
- Cultivates innovation - Contributing dependently
- Customer focus - Contributing dependently
- Drives results - Contributing dependently
- Collaborates - Contributing dependently
- Being resilient - Contributing dependently

**Turnaround time**
- The recruitment process timeline may vary depending on your progression and manager availability.

**Our commitment to transformation**
- MiWayLife is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities._