Permanent Insurance Call Centre Quality Assurer | Lewis Group Vacancies
Job Description
Lewis Group Vacancies – Insurance Call Centre Quality Assurer
Location: Cape Town, Western Cape
Company: Lewis Group
Job Type: Permanent
Job Sector: Insurance
Insurance Call Centre Quality Assurer – Lewis Group
Lewis Stores (Pty) Ltd, a Financial Services Provider (FSP 2815), is looking for an experienced and skilled Insurance Call Centre Quality Assurer to join our team. This role presents an exciting opportunity for a detail-oriented professional with strong compliance and call center auditing expertise. The position reports directly to the Financial Services Manager.
Key Responsibilities
- Conduct audits on recorded and live call interactions.
- Monitor and supervise call center agents to ensure strict adherence to insurance sales scripts.
- Evaluate agents’ compliance with legislation, business processes, and customer service standards.
- Provide objective and constructive feedback to agents to improve performance.
- Report agent performance insights to management.
- Train, coach, and guide agents on financial products and FAIS Act compliance.
- Uphold fair customer treatment in line with company policies.
Duties & Responsibilities
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Review quality and compliance processes to minimize business risk.
- Perform call audits to maintain service standards.
- Act professionally to protect customer and company interests.
- Assess and improve agent competence through training and development.
- Identify opportunities to enhance products and service delivery.
- Resolve and report external complaints.
- Conduct regular FAIS assessments to boost agent competence.
- Supervise agents through appraisals, discipline, and performance management.
- Compile monthly reports on activities, productivity, and compliance.
Required Competencies (Knowledge & Skills)
- Fluent in English (additional languages advantageous).
- Experience in an insurance call center environment.
- Strong knowledge of financial legislation and regulations.
- Familiarity with insurance products and services.
- Excellent interpersonal and conflict-resolution skills.
- Proficient in MS Office (Word, Excel, Outlook) and call center systems.
- Strong reporting and data analysis skills.
- Detail-oriented with strong problem-solving abilities.
- Organizational and communication skills.
Prerequisites
- Grade 12 / Matric / NQF Level 4 (minimum requirement).
- Diploma/Degree in Management/Insurance (advantageous).
- FAIS Regulatory Exam (RE 1 or 5) passed.
- Compliance with FAIS Fit and Proper requirements (mandatory).
Join Lewis Group and contribute to a high-performing team committed to excellence in financial services. Apply today!
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How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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