Our client is a well-established and respected provider within the South African Financial Services sector, specialising in Employee Benefits, Retirement Funds, and Investments. They are committed to delivering exceptional client service and maintaining the highest standards of regulatory compliance.

The Quality Assurance Process Manager will be responsible for overseeing quality monitoring, customer experience, complaints resolution, and training governance across the call centre. This permanent, full-time role based in Durban focuses on standardising processes and uplifting service standards across all member and client interactions.

Key Responsibilities Develop, maintain, and execute QA frameworks and scorecards across telephone, email, and written channels while ensuring alignment with Treating Customers Fairly (TCF) principles. Analyse satisfaction data to identify root causes of service gaps and champion a culture of accountability. Oversee the end-to-end compla...