Location: Durban, KwaZulu-Natal
Job Type: Permanent
Work Level: Associate
Company Primary Industry: Customer Services
Job Functional Area: Customer Service
Posted Date: 17 February 2026
Closing Date: 28 February 2026
Start Date: 23 March 2026

About the Company

Huntswood is a respected provider of customer service and operational support solutions, with a strong footprint in regulated financial services environments. The organisation is known for delivering high-quality outcomes for clients while maintaining a people-first culture built on integrity, accountability, and collaboration.

Huntswood operates in highly regulated sectors and places strong emphasis on compliance, customer fairness, and service excellence. Its teams play a vital role in protecting customer outcomes while meeting strict regulatory and operational standards.

Position Overview

Huntswood is recruiting a Quality Assurance Advisor (Financial Services) to join its Durban-based operations on a permanent basis. This role forms part of the Motor Finance Redress Scheme, where quality assurance plays a critical role in ensuring fair customer outcomes, regulatory compliance, and operational integrity.

The Quality Assurance Advisor provides independent quality oversight across telephony, complaint handling, and casework activity. The role ensures that decisions, communications, and processes align with FCA requirements, Consumer Duty principles, DISP regulations, and scheme-specific rules.

This opportunity is well suited to professionals with prior QA experience in regulated financial services who are detail-oriented, analytical, and confident in reviewing both written and verbal customer interactions.

Please note: a confirmed start date of 23 March 2026 applies to this position.

Purpose of the Role

The primary purpose of the Quality Assurance Advisor is to ensure that all customer interactions and redress casework meet regulatory, procedural, and quality standards.

By conducting structured quality reviews, identifying trends and risks, and providing constructive feedback, the role supports operational improvement while protecting customers from potential detriment.

The Quality Assurance Advisor contributes directly to regulatory assurance, risk mitigation, and continuous improvement within the Motor Finance Redress Scheme.

Key Responsibilities

Quality Review and Assessment

Complete quality reviews of telephony calls, written correspondence, and case files in line with established QA frameworks
Assess adherence to standard operating procedures, scripts, regulatory requirements, and scheme methodology
Ensure complaint handling and customer communications meet required quality and compliance standards

Analysis and Risk Identification

Identify errors, emerging trends, and root causes within operational activity
Highlight patterns that may indicate systemic issues or process weaknesses
Escalate material risks, customer detriment, or regulatory concerns appropriately

Feedback and Continuous Improvement

Provide clear, objective, and constructive feedback to operational teams and Team Leaders
Participate in calibration sessions to ensure consistency of quality assessments
Support thematic reviews aimed at improving service quality and regulatory outcomes

Minimum Experience and Skills Requirements

Previous Quality Assurance experience within a regulated financial services environment
Strong understanding of complaint handling processes and customer communications
High attention to detail with strong analytical and critical thinking skills
Ability to document findings clearly, objectively, and professionally
Working knowledge of FCA DISP, Consumer Duty, and redress schemes
Experience reviewing both telephony interactions and written correspondence

These skills are essential for professionals seeking financial services QA jobs, complaints quality assurance roles, and regulatory compliance careers.

Core Behaviours and Values

At Huntswood, behaviours are as important as performance. The successful candidate must demonstrate behaviours aligned with the organisation’s values:

Deliver WOW

Take ownership and personal responsibility for outcomes
Find solutions and deliver results consistently
Create exceptional customer experiences through quality and care

Servant Leadership

Enable and empower colleagues
Recognise that people are central to organisational success
Support collaboration and shared accountability

Do the Right Thing

Demonstrate empathy and respect in all interactions
Act with integrity, even when unobserved
Ensure fairness and transparency in all decisions

Winning Mindset

Bring energy, passion, and commitment every day
Approach work with enthusiasm and professionalism
Continuously strive for improvement and excellence

Strive for Greater

Challenge existing processes constructively
Contribute ideas that enhance quality, efficiency, and compliance
Remain committed to learning and continuous improvement

Why Join This Opportunity

This permanent role offers the opportunity to work within a structured, regulated financial services environment where quality and customer outcomes matter.

The position provides exposure to large-scale redress activity, regulatory frameworks, and quality governance processes. It is ideal for professionals seeking long-term growth in quality assurance, financial services compliance, and customer protection roles.

Pre-Employment Checks

All appointments are subject to the successful completion of pre-employment verification checks.

How to Apply

Candidates who meet the experience and competency requirements and are available to start on 23 March 2026 are encouraged to apply before the closing date.

👉 Apply for Quality Assurance Advisor – Financial Services

Applications close on 28 February 2026. If you do not receive feedback after the recruitment process, please consider your application unsuccessful.

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