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Administrator: Quality Assurance

Date: 29-Jul-2022

Location: Cape Town WC ZA, WC, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.


To perform quality assurance administrative duties, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

1 - 2 years experience in a similar environment

Minimum Qualifications

Higher Diplomas [NQF Level 06] in Office Administration



  • Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
  • Minimise errors by checking that transactions are processed correctly and inform relevant parties of errors to prevent errors from re-occurring.
  • Contribute to and assist in the continuous improvement of the quality management process in order to improve service delivery are minimise errors.
  • Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
  • Conduct regular quality assurance in area of accountability, to identify trends to ensure improved consistent delivery, relevance and accuracy.
  • Ensure customer satisfaction with regard to the quality of operational support provided.
  • Identify and address customer needs by providing a variety of related services, to enhance satisfaction and retention.
  • Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
  • Proactively identify problems, apply known solutions and escalate more difficult problems.
  • Plan for task execution and adjust priorities against an established plan.


  • Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision.
  • Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.


  • Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

  • Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
  • Contribute positively to own area-specific knowledge improvement.


  • Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.


Technical Competencies

  • Continuous Process Improvement (Intermediate)
  • Quality control (Intermediate)
  • Reporting and Interpretation (Intermediate)
  • Standard operating procedure compliance (Intermediate)
  • Operations Management (Basic)
  • Customer Relationship Management (Basic)

Behavioural Competencies

  • Analytical Thinking (Intermediate)
  • Organisation and Attention to Detail (Basic)
  • Interpersonal Effectiveness (Basic)
  • Problem Solving and Analysis (Basic)
  • Teamwork and Cooperation (Basic)
  • Customer service orientation (Basic)
  • Communicating with Impact (Basic)
  • Customer Orientation (Basic)

Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.


Vaccination Policy & Hybrid Working Model 

We are evolving the way we work and will be launching a Hybrid working model, in line with this Liberty has implemented a Mandatory vaccination policy which is applicable to all employees, this is to further strengthen our commitment to the safety of all employees. Right of refusal to be vaccinated against COVID-19, either on constitutional and/or medical grounds, is taken into consideration and will be dealt with through an objection process. More information about our Hybrid working model and Mandatory vaccination policy will be discussed during the recruitment process for this position. 

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