Overview
Quality Analyst- PSSA Jobs in Johannesburg, Gauteng, South Africa at PetSure (Australia)
Title: Quality Analyst- PSSA
Company: PetSure (Australia)
Location: Johannesburg, Gauteng, South Africa
Job Type: Permanent – Full Time
Location: Johannesburg, South Africa – Hybrid
Job Category: Customer Service
Join PetSure’s Quality Assurance Function
PetSure is establishing an independent Quality Assurance capability within our South African operation.
This role is responsible for assessing customer interactions, identifying trends and quality risks, and providing insights that improve customer and business outcomes across our Australian operations.
About PetSure
PetSure is Australia’s leading pet insurance administrator, partnering with some of Australia’s most trusted brands to help pets and their people access quality veterinary care with confidence.
About PetSure South Africa (PSSA)
PetSure South Africa (PSSA) provides specialist operational and support services to PetSure’s Australian business. Working as an integrated part of the broader PetSure team, PSSA helps deliver high-quality customer, quality assurance and business outcomes across a range of functions.
Key Responsibilities
- Complete quality assessments against approved standards and scorecards.
- Identify trends, root causes and improvement opportunities.
- Produce reporting and quality insights.
- Escalate significant quality, customer or conduct concerns.
- Participate in calibration and assurance activities.
- Support continuous improvement of quality practices and standards.
What We’re Looking For
- Strong critical thinking and analytical reasoning capability.
- Ability to identify patterns, trends and root causes.
- Sound judgement and decision making.
- High attention to detail.
- Strong written communication skills.
- Ability to work independently and objectively.
Essential Requirements
- Qualifications
Bachelor’s degree in Business Management, Commerce, Risk Management, or related discipline.
- Experience
Experience within Quality Assurance, Customer Service Quality, Claims Quality, Audit, Risk or a similar analytical role within insurance or banking operations.
Application Requirements
To be considered, applicants must submit one document containing:
- A current CV; and
- Responses to the questions below (maximum 300 words per question).
Applications that do not address all questions will not be considered.
Application Questions
- Analysis Describe a situation where your analysis led to a conclusion that was not immediately obvious to others. What did you identify and what happened next?
- Judgement Describe a situation where you needed to make a decision despite competing views or conflicting information. How did you reach your conclusion?
- Challenge Describe a situation where you raised or escalated an issue that others had overlooked, disagreed with or underestimated. What was the outcome?
Applicants may be asked to discuss their examples during the interview process.
