Quality Assurance Analyst

KEY RESPONSIBILITIES

Call Monitoring and Quality Audits

• Listen to and evaluate outbound sales calls against our quality scorecards and client requirements.
• Assess how well agents identify customer needs, recommend suitable products and handle objections.
• Check that sales are fair, accurate and clearly explained, with the customer's best interests in mind.

Compliance

• Ensure full compliance with FCA regulations, client requirements and internal procedures on every call reviewed.
• Identify compliance risks and escalate serious breaches promptly.
• Verify that documentation and call notes are accurate and complete.

Feedback and Coaching Support

• Give clear, constructive feedback to agents and team leaders after each audit.
• Support team leaders with coaching by highlighting strengths, gaps and trends.
• Run calibration sessions so scoring is consistent and fair across the team.

Reporting and Analysis

• Track and report on quality scores, compliance results and common issues.
• Spot trends in sales conversations and flag opportunities for improvement.
• Provide regular updates to management and stakeholders on quality performance.

Training and Process Improvement

• Identify training needs from audit findings and help organise targeted sessions.
• Support new agents during onboarding with quality standards and call expectations.
• Recommend improvements to scripts, processes and scorecards.
• Follow up on corrective actions to make sure issues are resolved and don't repeat.

What we're looking for

• Minimum 2 years of experience in a quality assurance role in a BPO or call centre environment.
• Experience in outbound sales QA: advantageous.
• UK insurance industry experience: advantageous.
• Strong knowledge of FCA regulations and the importance of compliance.
• Strong understanding of insurance products, processes and terminology.
• Excellent listening skills and exceptional attention to detail.
• Confident, fluent communication with a neutral accent, and the ability to give honest feedback with tact.
• Strong analytical and problem-solving skills.
• Competent in Microsoft Word and Excel, and call centre and call recording systems.
• Matric.
• Clear criminal and credit record.
• Fair, objective and a person of high personal integrity.

Working hours

• Monday – Friday
• 9-hour shift, scheduled between 09:00 – 22:00
• Dynamic holidays

Remuneration package

• Market-related basic salary
• Performance incentive

Benefits After 3months

• Medical Insurance
• Emergency Assistance
• Access to LMS for continuous learning and growth