Smollan Hiring Now | QA Analyst Jobs Johannesburg | Insurance Contact Centre | Call Centre Quality Assurance Vacancies Gauteng 2026
Smollan, one of Africa’s leading retail and business solutions companies, is recruiting 4 Quality Assurance Analysts for their Johannesburg East Rand operation. These are temporary positions within a high-compliance insurance contact centre environment, ideal for experienced QA professionals with a strong background in insurance products, regulatory compliance, and multi-channel interaction monitoring.
📋 4 Positions Available — Specialised Roles Fill Fast. Apply Without Delay.
Quality Assurance Analyst Job Overview – Smollan JHB East Rand
| Detail | Information |
|---|---|
| Job Title | Quality Assurance Analyst |
| Company | Smollan |
| Job Reference | 00000000 |
| Industry | Call Centre / Insurance / Quality Assurance |
| Job Type | Temporary |
| Positions Available | 4 |
| Location | Johannesburg East Rand, Gauteng |
| Date Posted | 09 March 2026 |
| Application Status | ✅ Open – Apply Now |
About Smollan
Smollan is a globally recognised business solutions company operating across Africa, Asia, and beyond. In addition to its market-leading FMCG and retail execution services, Smollan provides end-to-end contact centre and business process outsourcing solutions to leading insurance and financial services clients.
Smollan is on an evolutionary journey — committed to building a diverse, inclusive, and people-first workplace where every individual is cared for, inspired, and empowered to do their best work. Joining Smollan’s QA team means working within a highly structured, compliance-driven environment that genuinely values accuracy, integrity, and continuous improvement.
Purpose of the Role
The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of agent interactions across all contact channels in a multi-product insurance contact centre. You will assess agent performance against approved QA scorecards, validate regulatory compliance across POPIA, FAIS, FSCA, and TCF frameworks, and translate quality insights into actionable improvement strategies for operations, training, and client stakeholders.
This is a technically demanding, compliance-focused role that requires deep knowledge of insurance contact centre operations, regulatory requirements, and quality management methodologies.
Insurance Lines Covered
QA Analysts in this role will monitor and evaluate interactions across the following insurance product lines:
Device Insurance | Motor Insurance | Household Contents Insurance | Building Insurance | Travel Insurance | Funeral Cover | Credit Life | Life Risk Products | Health & Medical Insurance | Value-Added Services (VAS) | Roadside Assistance | Extended Warranty
Key Responsibilities – Quality Assurance Analyst
1. Quality Monitoring & Scoring
- Monitor a defined sample of multi-channel interactions — including voice, email, chat, and social — per agent and team, in line with the approved sampling strategy.
- Score interactions against approved QA scorecards covering compliance, process accuracy, soft skills, empathy, problem resolution, and sales suitability.
- Evaluate sales calls for suitability and full disclosure, including needs analysis, exclusions and limitations, policy terms, premium disclosure, cooling-off rights, and client consent.
- Flag critical fails including POPIA breaches, mis-selling risk, failure to authenticate, and non-adherence to mandated scripts.
- Provide timely, evidence-based feedback to agents and team leaders, and schedule side-by-side sessions and coaching huddles to drive improvement.
2. Compliance & Regulatory Assurance
- Validate adherence to POPIA, FAIS/FSCA guidance, TCF (Treating Customers Fairly) outcomes, Do Not Contact and Direct Marketing preferences, and complaints handling protocols.
- Verify mandatory disclosures and client consent, accurate record-keeping, and correct verification and ID authentication processes on every evaluated interaction.
- Escalate regulatory breaches through formal incident pathways and support remediation efforts and Root Cause Analysis (RCA) documentation.
- Maintain awareness of evolving regulatory requirements and ensure QA frameworks remain current and compliant.
3. Calibration & Governance
- Run weekly calibration sessions with TPA (Third Party Administrator) QA, Internal Operations, and Client stakeholders to ensure consistent scoring standards across all evaluators.
- Maintain version-controlled QA scorecards and Standard Operating Procedures (SOPs); contribute to QA policy updates and change control processes.
- Prepare comprehensive QA governance packs for SLA reviews, risk committees, and client Quarterly Business Reviews (QBRs).
- Support governance reporting requirements with accurate, well-structured, and timely documentation.
4. Insights & Continuous Improvement
- Trend QA outcomes by product, process, campaign, agent, and failure mode to identify systemic performance issues and improvement opportunities.
- Partner with Training/L&D, Workforce Management, and Operations teams on targeted interventions including refresher training, script refinements, and knowledge-base updates.
- Translate quality insights into structured action plans with measurable targets and track the closure of all corrective actions to completion.
- Identify automation and tooling opportunities such as speech analytics keyword libraries and autoQM rules to improve monitoring efficiency and coverage.
5. Stakeholder & TPA Management
- Build and maintain strong working relationships with TPA operations leads, team managers, and client QA and compliance teams.
- Ensure timely submission of QA reports, breach logs, call extracts, and audit artefacts as per the TPA contract and SLA requirements.
- Support external and internal audits by assisting in evidence collation, documentation review, and formal response preparation.
- Act as a credible and professional QA representative in all client-facing and cross-functional engagements.
6. Data Integrity & Tooling
- Utilise QA platforms such as NICE, Verint, Calabrio, and Genesys QM, as well as CRM and Policy Administration systems, to validate agent records and interaction outcomes.
- Ensure accurate tagging, classification, and secure storage of all QA artefacts and customer information in full compliance with POPIA.
- Validate the linkage between QA results and operational KPIs including CSAT/NPS, First Call Resolution (FCR), Average Handle Time (AHT), Sales Conversion Rate, Retention Rate, and Complaints volumes.
- Maintain data integrity across all QA platforms and reporting tools to support reliable performance analysis.
Minimum Requirements – QA Analyst
Educational Qualifications
- Matric (Grade 12) — required
- Diploma or Degree in Quality Management, Business, Insurance, or a related field — preferred
Work Experience
- 2 to 4 years of Quality Assurance experience specifically within an insurance contact centre environment
- Demonstrated experience working within or alongside Third Party Administrator (TPA) environments
- Proven track record of monitoring multi-channel interactions and producing evidence-based QA feedback
Regulatory & Compliance Knowledge — Essential
- Working knowledge of POPIA (Protection of Personal Information Act)
- Understanding of FAIS Act and FSCA guidance applicable to insurance contact centres
- Familiarity with TCF (Treating Customers Fairly) principles and application in a call centre context
- Knowledge of insurance disclosure requirements, cooling-off rights, and complaints handling protocols
Technical Requirements
- Experience with one or more QA platforms: NICE, Verint, Calabrio, Genesys QM or equivalent
- Proficiency in CRM and Policy Administration systems
- Strong Microsoft Excel and PowerPoint skills for reporting and governance pack preparation
Additional Advantage
- RE5 (Regulatory Examination for Representatives) — advantageous but not essential
Skills & Competencies Required
🔍 Attention to Detail & Analytical Thinking
QA Analysts must identify compliance risks, performance patterns, and failure modes across hundreds of interactions. Exceptional analytical precision is non-negotiable.
📋 Knowledge of Insurance Products & Regulations
Deep familiarity with the full range of short-term and long-term insurance products, combined with a thorough understanding of POPIA, FAIS, FSCA, and TCF, is critical to this role.
💬 Communication Skills (Verbal & Written)
Clear, professional, and evidence-based communication is required for agent feedback sessions, governance reporting, calibration facilitation, and client-facing stakeholder engagement.
🤝 Coaching & Feedback Skills
The ability to deliver constructive, motivating, and actionable feedback to agents and team leaders — in a way that drives improvement without creating defensiveness — is a key differentiator for success in this role.
📊 Data Interpretation & Reporting
Strong ability to trend QA data, identify systemic issues, and translate insights into structured reports and improvement plans with measurable outcomes.
🏆 Compliance & Regulatory Mindset
A strong personal commitment to compliance, regulatory accuracy, and ethical conduct — with the ability to escalate breaches confidently and professionally.
⚙️ QA Platform Proficiency
Hands-on experience with industry-standard QA and speech analytics platforms (NICE, Verint, Calabrio, Genesys QM) significantly strengthens your application.
Why Join Smollan’s QA Team?
- 4 Available Positions — A meaningful intake with structured onboarding and strong team support
- Multi-Product Exposure — Work across a broad range of insurance lines, building versatile compliance and QA expertise
- Industry-Leading Frameworks — Operate within a rigorous, well-governed QA environment aligned to FSCA and TCF standards
- High-Impact Role — Your work directly protects clients from mis-selling, regulatory breach, and poor service experiences
- Career Development — Smollan actively develops its QA professionals toward senior analyst, QA manager, and compliance specialist roles
- Diverse & Inclusive Culture — Be part of a company that celebrates individuality and builds belonging
Career Growth Path – QA & Insurance Compliance
The Quality Assurance Analyst role is a powerful launchpad for a career in insurance quality, compliance, and operations:
- QA Analyst → Senior QA Analyst
- Senior QA Analyst → QA Team Leader / QA Manager
- QA Manager → Head of Quality & Compliance
- Head of Quality → Risk & Compliance Director / Operations Director
QA professionals with insurance contact centre experience and regulatory knowledge (POPIA, FAIS, TCF) are among the most in-demand professionals in South Africa’s financial services and business process outsourcing (BPO) sectors.
Frequently Asked Questions – QA Analyst Jobs
What does a Quality Assurance Analyst do in an insurance contact centre? A QA Analyst monitors and evaluates agent interactions across voice, email, chat, and social channels, scoring them against compliance and quality scorecards, identifying regulatory risks, and driving continuous improvement through data-driven insights and coaching.
Is RE5 required to apply? RE5 is listed as advantageous but not essential. Candidates with strong QA and insurance contact centre experience who do not yet hold RE5 are encouraged to apply.
What QA platforms should I be familiar with? Experience with NICE, Verint, Calabrio, or Genesys QM is highly advantageous. Candidates with equivalent QA platform experience will also be considered.
Do I need experience with Third Party Administrator environments? Yes. Experience working within or alongside TPA environments is listed as an essential requirement for this role.
Are these permanent or temporary positions? These are temporary positions. However, high-performing QA Analysts at Smollan are often considered for permanent placement and advancement within the organisation.
What insurance products will I be evaluating? You will evaluate interactions across a wide range of products including device insurance, motor insurance, household contents, funeral cover, credit life, travel insurance, life risk products, health insurance, VAS, and extended warranty.
How to Apply for the Smollan QA Analyst Position
Four positions are available and these specialised roles attract strong competition from experienced QA professionals. Submit your application now to secure your place in the shortlisting process.
Documents Required:
- Updated CV with detailed QA and insurance contact centre experience
- Certified copy of Matric Certificate and any relevant Diploma/Degree
- Certified copy of South African ID
- RE5 Certificate (if available)
- Contact details for at least two professional references
👉 Apply for Smollan Quality Assurance Analyst – JHB East Rand
Only shortlisted candidates will be contacted. If you have not received feedback within 14 days of the closing date, please consider your application unsuccessful.
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Post last updated: March 2026 | Keywords: quality assurance analyst jobs Johannesburg, QA analyst insurance contact centre South Africa, call centre QA jobs Gauteng 2026, POPIA compliance jobs, FAIS QA analyst vacancy, Smollan vacancies 2026, insurance QA jobs East Rand, TCF compliance jobs South Africa, NICE Verint QA jobs, BPO quality assurance jobs Johannesburg
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