Overview
Quality Assurer – Member Support Jobs in City of Johannesburg, Gauteng, South Africa at NMG Benefits
Title: Quality Assurer – Member Support
Company: NMG Benefits
Location: City of Johannesburg, Gauteng, South Africa
ROLE OVERVIEW
The Quality Assurer is responsible for ensuring the consistent delivery of high-quality customer service and operational excellence through the monitoring, evaluation and assessment of customer interactions. The role supports continuous improvement by identifying performance gaps, providing coaching and feedback, ensuring compliance with organisational standards and contributing to the development of service delivery capabilities. Through quality assurance practices and stakeholder collaboration, the Quality Assurer drives customer satisfaction, operational effectiveness and business performance.
DUTIES & RESPONSIBILITIES
Quality Monitoring and Assurance
- Conduct quality assessments of customer interactions across telephone, email and ticketing channels.
- Evaluate interactions against established quality standards, service expectations, business processes and compliance requirements.
- Review written correspondence to ensure accuracy, professionalism, clarity, grammar, spelling and adherence to service protocols.
- Document assessment outcomes and provide recommendations to improve service quality and customer experience.
Quality Analysis and Reporting
- Analyse quality assurance data to identify trends, recurring issues, performance gaps and development opportunities.
- Compile and present quality assurance reports to management, highlighting key findings, risks and recommendations.
- Monitor quality and compliance metrics to support operational decision-making and performance improvement.
Coaching and Performance Enhancement
- Provide constructive, timely and actionable feedback to consultants based on quality assessment outcomes.
- Partner with Team Leaders and Operations Management to address performance gaps and reinforce best practices.
- Support the implementation of coaching interventions aimed at improving service delivery and productivity.
Continuous Improvement
- Collaborate with operational teams to identify opportunities for process optimisation and service enhancement.
- Recommend and support the implementation of initiatives that improve customer experience and operational efficiency.
- Monitor the effectiveness of improvement initiatives and provide feedback to relevant stakeholders.
Training and Development
- Identify training and development requirements arising from quality assurance findings.
- Work closely with Learning and Development teams to support the design and delivery of targeted training interventions.
- Participate in calibration sessions, knowledge-sharing activities and quality improvement workshops.
Compliance and Governance
- Ensure compliance with company policies, procedures, service standards and regulatory requirements.
- Conduct routine quality and compliance audits to identify risks and areas requiring corrective action.
- Escalate non-compliance findings and support remediation activities.
- Maintain accurate and complete quality assurance records and documentation.
Living the NMG Values
- Demonstrate and promote the NMG values of Collaboration, Curiosity, Make it Count, and Go for It.
QUALIFICATION, EXPERIENCE AND COMPETENCIES
Minimum Qualification
- NQF Level 6 qualification in Business Administration, Quality Management, Customer Experience, Operations Management, or a related field.
- Relevant certifications in Quality Assurance, Customer Service, Compliance, Training, or Continuous Improvement will be advantageous.
Experience
- Minimum of 2 years’ experience in a Customer Service, Quality Assurance, Contact Centre, or related environment.
- Experience in quality monitoring, evaluating customer interactions and performance assessment.
- Experience working with CRM systems, quality management frameworks and contact centre technologies will be advantageous.
Competencies (skills required)
- Quality Orientation
- Communication Skills
- Active Listening
- Analytical Thinking
- Customer Focus
- Coaching and Development
- Problem Solving
- Attention to Detail
- Technical Proficiency
- Continuous Improvement
- Compliance Awareness
- Planning and Organising
- Collaboration and Teamwork
- Accountability and Integrity
- Customer Service Experience
- Problem-Solving Skills
- Software Proficiency
- Independence and Team Collaboration
ABOUT US
At NMG Benefits, we are driven by a simple yet powerful philosophy: Finding a Better Way. This commitment shapes everything we do, from consulting to crafting innovative solutions for brighter financial futures. Our expertise spans consulting, actuarial, and administration services in healthcare and retirement fund environments, enhanced by personalised financial planning for individuals. This comprehensive approach enables us to deliver seamless, end-to-end solutions tailored to the needs of employers and their employees.
We encourage our clients to view employee benefits through an actuarial lens, fostering policies that drive productivity, loyalty, and engagement. Our focus is on protecting the financial security of employees while ensuring the long-term stability of the organisations they serve – building enduring and successful partnerships.
At NMG, our leadership and team recognise the privilege and trust placed in us to safeguard our clients’ financial wellbeing. We’re proud to be the trusted advisors of over 50 blue-chip South African companies, guiding their strategies with insights that inspire confidence and results.