QUALITY ASSURANCE ANALYST

QUALITY ASSURANCE ANALYST

Mango5 is looking for a Quality Assurance Analyst to join our growing outbound insurance sales operation. You will monitor and assess sales calls, making sure every customer conversation is fair, accurate, and fully compliant. You will work closely with our sales team leaders and agents, turning what you hear on calls into clear feedback that raises the standard of our sales.

We want someone with a sharp ear and an eye for detail, who can give honest feedback with confidence, and who takes pride in helping a team sell the right way.

KEY RESPONSIBILITIES

Call Monitoring and Quality Audits

• Listen to and evaluate outbound sales calls against our quality scorecards and client requirements.
• Assess how well agents identify customer needs, recommend suitable products and handle objections.
• Check that sales are fair, accurate and clearly explained, with the customer's best interests in mind.

Compliance

• Ensure full compliance with FCA regulations, client requirements and internal procedures on every call reviewed.
• Identify compliance risks and escalate serious breaches promptly.
• Verify that documentation and call notes are accurate and complete.

Feedback and Coaching Support

• Give clear, constructive feedback to agents and team leaders after each audit.
• Support team leaders with coaching by highlighting strengths, gaps and trends.
• Run calibration sessions so scoring is consistent and fair across the team.

Reporting and Analysis

• Track and report on quality scores, compliance results and common issues.
• Spot trends in sales conversations and flag opportunities for improvement.
• Provide regular updates to management and stakeholders on quality performance.

Training and Process Improvement

• Identify training needs from audit findings and help organise targeted sessions.
• Support new agents during onboarding with quality standards and call expectations.
• Recommend improvements to scripts, processes and scorecards.
• Follow up on corrective actions to make sure issues are resolved and don't repeat.

What we're looking for

• Minimum 2 years of experience in a quality assurance role in a BPO or call centre environment.
• Experience in outbound sales QA: advantageous.
• UK insurance industry experience: advantageous.
• Strong knowledge of FCA regulations and the importance of compliance.
• Strong understanding of insurance products, processes and terminology.
• Excellent listening skills and exceptional attention to detail.
• Confident, fluent communication with a neutral accent, and the ability to give honest feedback with tact.
• Strong analytical and problem-solving skills.
• Competent in Microsoft Word and Excel, and call centre and call recording systems.
• Matric.
• Clear criminal and credit record.
• Fair, objective and a person of high personal integrity.

Working hours

• Monday – Friday
• 9-hour shift, scheduled between 09:00 – 22:00
• Dynamic holidays

Remuneration package

• Market-related basic salary
• Performance incentive

Benefits ( After 3months)

• Medical Insurance
• Emergency Assistance
• Access to LMS for continuous learning and growth

**If you match the criteria and are ready to help us raise the bar on every call, apply now.**Due to high response volumes, if you meet the criteria but do not hear back within 2 weeks, your CV will be kept in our talent pool for future opportunities.