Consultant: Quality Assurance and Insights

About the role

To ensure that insurance claims processes, decisions, and customer interactions meet regulatory, contractual, and internal quality standards by identifying risks and improvement opportunities, translating findings into corrective actions, and embedding sustainable quality improvements across Insurance Operations.

Requirements

• 3–5 years experience in insurance operations, claims management, quality assurance, or compliance
• Experience of collaboration across multiple and diverse teams
• Project and change management experience
• Grade 12 National Certificate / Vocational
• Analytical skills
• Attention to detail
• Change management skills
• Communications skills
• Interpersonal & relationship management skills
• Problem‑solving skills
• Project management skills (methodology specific)
• Clear criminal and credit record

Preferred qualifications

• Strong understanding of insurance products and claims processes
• Bachelor’s degree in Business Engineering or Business Administration
• A relevant tertiary qualification in Quality Management

Key responsibilities

• Deep and broad knowledge of the business area and specific domain, function or department
• Apply quality management systems, tools and methodologies
• Perform data analysis and interpretation
• Utilise fundamentals of behaviour change
• Employ change management methods, practices and tools
• Understand requirements, specifications and technical design
• Apply project management methodology
• Understand the SDLC, testing tools, and programming languages
• Provide subject‑matter expertise to support quality within a specialised area
• Ensure adherence to standards, policies, and regulations
• Review deliverables to meet internal and industry quality standards
• Conduct quality checks to identify risks, deviations, and best practices
• Analyse data and trends to identify improvement opportunities
• Provide feedback, recommendations, and solutions to stakeholders
• Collaborate with stakeholders to design and implement changes
• Drive adoption through training, coaching, and communication
• Maintain accurate records and reporting of QA activities
• Contribute to QA frameworks, policies, and best practices
• Stay up to date with industry trends and regulatory requirements
• Build knowledge of the business, processes, and systems
• Maintain strong internal and external stakeholder networks
• Share findings with clear improvement recommendations
• Support and track performance improvement initiatives
• Develop content for individual and team learning
• Support projects, system changes, and new implementations
• Ensure quality standards are applied throughout delivery
• Contribute to process improvements and efficiency gains