Quality Assurance Agent (x2) (Call Centre)

We are looking for two experienced Quality Assurance Agents to join our team in Westville, Durban. If you have a strong QA background, understand the insurance environment, and have worked in sales-driven teams, this role is for you. What Youll Do Monitor and evaluate calls, leads, and customer interactions for quality and compliance Provide feedback and coaching to agents to improve performance and customer outcomes Identify trends, gaps, and training needs across the sales team Ensure adherence to company policies, procedures, and regulatory requirements Compile QA reports and share actionable insights with management Support continuous improvement initiatives across the business No cold calling required (this is strictly a QA role). Requirements Minimum 2 years Quality Assurance experience (call centre / sales QA preferred) Insurance industry experience (non-negotiable) Sales experience or experience working closely with sales teams Strong attention to detail and ability to spot compliance risks Confident communicator with coaching/feedback skills Strong reporting and administrative ability (Excel / Google Sheets is a plus)