Quality Assurance Training Manager

I’m working with a really interesting financial services / insurance business in Cape Town that is looking for a Quality Assurance & Training Manager to join their team.

This is not your traditional QA role.

The role is roughly 60% AI Quality & Training / 40% Human Quality Assurance, with a real focus on making sure technology and people are delivering the right outcomes for the customer.

AI Quality & Customer Outcomes – 60%

You’ll be responsible for reviewing, monitoring and managing AI-driven outcomes, making sure decisions are fair, consistent and appropriate for the consumer.

This business isn't built around finding reasons not to pay a claim. They're genuinely focused on supporting, caring for and doing the right thing for their customers — and this role will play a key part in ensuring their AI reflects those values.

You'll challenge outcomes, identify trends and gaps, provide insight and help continuously improve the way AI supports customers.

Human Quality Assurance – 40%

You'll also oversee quality across the human side of the operation, making sure colleagues managing and monitoring policies are delivering fair, consistent and customer-focused outcomes.

Where a customer is entitled to a payout, the focus is on making sure the right decision is made and the customer receives what they're entitled to.

Training

Training is a significant part of the role, so we're looking for someone who enjoys developing people, improving capability and turning quality insights into meaningful training and behavioural change.

Cape Town – hybrid

Monday–Thursday: 8am–6pm (Tuesday, Wednesday & Thursday onsite)

Friday: 8am–12pm (Monday & Friday remote)

What we're looking for

• Ideally, you'll come from insurance, financial services, banking, claims or a similar regulated environment, with experience across quality assurance and/or training.
• We're open to people who are particularly strong in either Quality or Training and are interested in developing across both.
• Most importantly, we're looking for someone who is customer-focused, analytical, commercially aware and genuinely passionate about doing the right thing.
• The business has a fantastic culture, operates in some really interesting and niche areas of insurance, and this is a brilliant opportunity to get involved in the rapidly evolving world of AI, quality and customer outcomes.

Interested? Drop me a message for more information or a confidential conversation - matt@cactussearch.co.uk

#Hiring #QualityAssurance #Training #Insurance #FinancialServices #AI #CustomerExperience #Claims #CapeTown #QualityManager #TrainingManager