Quality Assurance Specialist

The purpose of the Quality Assurance (QA) Specialist is to enhance the overall customer experience by monitoring and assessing a variety of customer interactions—across voice calls, emails, face-to-face engagements, and other channels. Through detailed analysis and storytelling via structured reporting, the QA Specialist provides insights into the end-to-end customer journey.

A core aspect of this role is the identification of business impact metrics, performance trends, and potential risks that can inform continuous improvement. The QA Specialist adds value by ensuring effective governance of the QA framework and aligning outcomes with client and business objectives.

In addition, the QA Specialist plays a pivotal role in supporting learning and development initiatives—coaching both new hires and existing employees with the aim of improving service quality, consistency, and customer satisfaction within the Business Support Area.

Education & Certifications

• Matric (NQF 4) – Essential
• Higher Certificate/Diploma in Quality Assurance (NQF 6) – Advantageous
• Professional certifications such as:
• Certified Quality Auditor (CQA)
• Six Sigma Yellow/Green Belt
• Financial Services Risk or Compliance certifications

Experience

• 2+ years in a
  Quality Assurance role
  within a
  contact centre or customer service
  environment
• Exposure to
  insurance or employee benefits
  industry – Essential
• Skilled in
  monitoring customer interactions
  (calls, emails, chats)
• Familiar with
  QA frameworks, scorecards, and sampling methodologies
• Strong understanding of
  CSAT, FCR, AHT
  and other service metrics
• Experience with
  CRM, QA software, and call monitoring tools
• Proven ability to
  coach and develop front-line staff
• Knowledge of
  ISO standards
  and quality management frameworks

Key Responsibilities

• Conduct daily QA evaluations and provide actionable feedback
• Analyze service metrics and identify improvement areas
• Lead Error & Root Cause Analysis (RCA) reporting
• Collaborate with Training, Operations, and Management teams
• Facilitate coaching sessions to drive performance and compliance
• Conduct needs analysis to identify training gaps and support development
• Prepare and present quality and performance reports to stakeholders
• Ensure alignment with ISO and internal quality standards
• Support staff development and continuous learning initiatives

Competencies

• Strong communication, coaching, and presentation skills
• Excellent time management and planning abilities
• Proficient in Microsoft Office, CRM, and contact centre systems
• Deep understanding of
  Retirement Fund Industry
  and
  ETD legislation
• Ability to build relationships and influence across teams
• Results-driven with a passion for
  customer satisfaction and service excellence

Why Join Alexforbes?

At Alexforbes, we don't just offer jobs - we build careers. Here's what makes us stand out:

Growth & Development:

• Bursary and Leadership Development Programmes to help you grow professionally.
• E-Learning Forums and continuous learning opportunities.
• Financial Planning Support tailored for staff.

Rewarding Performance:

• Total Rewards Package: Competitive short- and long-term incentives.
• Power Of One: Monetary recognition for outstanding performance.
• Lead Incentives & Referral Bonuses for helping us grow our talent pool.

Comprehensive Benefits:

• Retirement Fund Contributions starting at 13% of CTC.
• Group Risk Cover: Funeral, Dread Disease, and Life Insurance.
• Medical & Gap Cover: 100% of CTC with Discovery/Bonitas (Mandatory unless you are a dependent).

Work-Life Balance:

• Flexible Ways of Work: Hybrid work model to suit your lifestyle.
• Connectivity Benefit: Wi-Fi allowance.
• Employee Wellness & Assistance Programmes to support your wellbeing.
• My Savings Account to help you plan for the future.

Join a company that values its people, invests in their growth, and rewards excellence. Be part of a team that's shaping the future of financial services.