About the Role<\/p>\n
\tWe are seeking experienced Internal Auditors to join our dynamic Call Centre division within a regulated Financial Services Provider (FSP). This role is critical in ensuring the quality, compliance, and operational integrity of our call centre activities. You will be responsible for reviewing calls, assessing documentation, conducting process audits, and ensuring adherence to FSCA, FAIS, TCF, POPIA and internal governance standards.
\n\tIf you have a strong compliance mindset, excellent analytical skills, and a passion for improving customer experience and regulatory adherence, we would like to hear from you.<\/p>\n
Key Responsibilities<\/p>\n
Auditing & Compliance<\/p>\n
\tConduct internal audits across sales, service, onboarding, retention, cancellations, and collections.
\n\tEvaluate adherence to FAIS, TCF, POPIA, FICA, and internal compliance frameworks.
\n\tReview recorded calls for script adherence, advice quality, disclosures, and potential misrepresentation.
\n\tIdentify high-risk behaviours and escalate any breaches immediately.<\/p>\n
Quality Assurance<\/p>\n
\tPerform QA assessments of calls and customer interactions.
\n\tScore calls using approved QA frameworks.
\n\tIdentify process and compliance gaps affecting customer experience or risk exposure.<\/p>\n
Reporting & Documentation<\/p>\n
\tCompile daily, weekly, and monthly audit reports and trend analyses.
\n\tDocument all findings, non-conformances, and corrective actions.
\n\tPresent outcomes and insights to QA, Compliance, and Operations teams.<\/p>\n
Process Improvement<\/p>\n
\tRecommend corrective actions and monitor their implementation.
\n\tCollaborate with Team Leaders, Trainers, and Compliance to close identified gaps.
\n\tSupport audit readiness for regulatory and internal inspections.<\/p>\n
Risk Management<\/p>\n
\tIdentify operational and compliance risks within the call centre environment.
\n\tAssist with root cause analysis for recurring issues.
\n\tContribute to improvements in internal controls.<\/p>\n
Minimum Requirements<\/p>\n
Qualifications<\/p>\n
\tMatric \/ Grade 12 (required)
\n\tTertiary qualification in Auditing, QA, Compliance, or Business (advantageous)
\n\tRE5, FAIS Fit & Proper status, ISO 9001 Internal Auditor certification (advantageous)<\/p>\n
Experience<\/p>\n
\t2\u20135 years in Internal Auditing, QA, or Compliance within a call centre.
\n\tExperience in Financial Services (insurance, lending, medical aid, debt review, etc.) preferred.
\n\tStrong understanding of QA frameworks and call audit requirements.
\n\tExperience analysing recorded calls for compliance.
\n\tBilingual abilities preferred.
\n\tAbility to work independently and identify gaps proactively.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
gbsholdings.simplify.hr<\/p>\n
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