QUALITY ASSURANCE AGENT X10
Company: Icebolethu Group
Icebolethu Group is an Authorised Financial Service Provider (FSP45714) and a Level 1 BBBEE Contributor. The Group is South Africa’s second-largest Funeral Assurance Group and provides dignified burial solutions to customers across the country.
Icebolethu Group is looking for 10 Quality Assurance Agents to join its Call Centre team. The successful candidates will be responsible for monitoring and evaluating service and sales calls to ensure that employees meet required quality, performance, customer service, compliance and company standards.
KEY RESPONSIBILITIES
The Quality Assurance Agent will be responsible for:
- Ensuring a high level of customer service within the area of responsibility.
- Monitoring incoming and outgoing calls to assess service quality, sales performance, employee demeanour and compliance.
- Interacting with Call Centre Agents and Team Leaders on a daily, weekly and monthly basis.
- Providing constructive feedback regarding customer needs and expectations.
- Providing daily verbal and written feedback to relevant Team Leaders.
- Gathering and providing customer insights through surveys and feedback.
- Supporting and driving customer satisfaction strategies.
- Implementing compliance guidelines and company policies.
- Reporting incidents or circumstances that may result in unwarranted claims.
- Identifying and minimising potential risks that could result in fines or compliance breaches.
- Participating in development initiatives, training and work-related skills programmes.
- Maintaining a positive working environment by building healthy relationships with colleagues.
- Assisting new employees to become productive and effective on the Call Centre floor.
- Implementing remedial action plans to address negative floor sentiment or performance concerns.
- Meeting and exceeding departmental targets in line with the Performance Plan and Balance Scorecard.
- Ensuring strict adherence to company policies, procedures, systems and processes.
- Maintaining comprehensive knowledge of Icebolethu Group products and Call Centre requirements.
- Ensuring commitment to applicable FIAS and FSCA requirements.
MINIMUM REQUIREMENTS
Applicants should have:
- Grade 12 / Matric
- Computer Certificate
- RE1/RE5 qualification – advantageous
- 1–2 years’ experience in customer service
- Computer literacy, particularly in Microsoft Office Suite
- Strong communication and organisational skills
- Excellent attention to detail
- Exceptional listening skills
- Strong knowledge of customer care processes
- Honesty and integrity
- Excellent decision-making abilities
- Good administrative skills
IDEAL CANDIDATE
The ideal candidate should be customer-focused, detail-oriented and able to work effectively in a fast-paced Call Centre environment. Candidates must have strong communication skills and the ability to provide constructive feedback while maintaining professional relationships with Agents and Team Leaders.
Experience in quality assurance, customer service, Call Centre operations, compliance or financial services will be beneficial.
SALARY
Market-related remuneration.
APPLICATION INFORMATION
Icebolethu Group embraces the principles of the Employment Equity Act and is committed to creating a diverse and inclusive workplace. The company is an Equal Opportunity Employer.
Closing Date: 18 September 2026
Applicants must clearly indicate the position and location they are applying for. Applications that do not clearly specify the position and location may not be considered.
Position: Quality Assurance Agent x10
Closing Date: 18 September 2026
Company: Icebolethu Group
Salary: Market Related
If you meet the requirements and are looking for an opportunity to grow your career in customer service, quality assurance and financial services, this could be an excellent opportunity to join the Icebolethu Group team.
How to Apply:
Submit your CV to:CLICK HERE TO APPLY