Thando Gada
Insurance Consultant
Johannesburg
Summary
Detail-oriented Insurance Consultant with over three years of experience in short-term insurance and U.S. BPO campaigns, recognized for a strong commitment to industry standards through FAIS Fit & Proper compliance, holding RE5 and COB certifications in Personal and Commercial Lines . Expertise in managing 60-100 daily client interactions and processing over 100 monthly policy updates with an accuracy rate exceeding 95%, consistently achieving high QA scores. Proficient in risk assessment, compliance, and claims support, complemented by advanced skills in CRM systems within SLA-driven environments. Prepared for a transition into claims, claims administration, or junior underwriting roles, bringing a proven track record of excellence and dedication to client satisfaction.
Overview
7
7
years of professional experience
4
4
Certifications
Work History
Quality Assurance Specialist
Betway Africa (Super Group / Osiris Trading)
01.2021 - 03.2026
- Conducted 200–250 QA assessments monthly across chat, voice, and email.
- Evaluated service performance for 18–25 agents.
- Delivered structured bi-monthly coaching sessions per agent.
- Led calibration sessions ensuring consistent QA scoring.
- Documented findings using Jira and contributed to SOP refinement.
- Delivered LMS-based up-skilling; monitored KYC/AML compliance.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Supported integration of an AI-powered QA tool with CRM partner Connex.
Insurance Agent
IContact
01.2020 - 11.2020
- Delivered high-quality customer service to 60–80+ clients daily across calls, emails, and chats, consistently meeting 95%+ QA and customer satisfaction scores.
- Built and maintained strong client relationships, contributing to a 90%+ policy retention rate through proactive engagement and trust-building.
- Conducted detailed risk assessments for client businesses, identifying exposure areas and recommending tailored insurance solutions, improving coverage adequacy and reducing risk gaps.
- Resolved customer queries and complaints within SLA, achieving an average resolution time of under 5 minutes for calls and same-day resolution for 90% of cases.
- Managed 120+ policy renewals monthly, ensuring 100% accuracy in policy updates and zero compliance breaches.
- Collaborated with underwriting and internal teams to escalate complex cases, improving turnaround times and maintaining service excellence.
- Consistently met and exceeded KPIs, including AHT, FCR (85%+), and SLA adherence (98%+).
Lead Generator
Home Grown Insurance
03.2019 - 12.2019
- Generated 80–120+ qualified leads daily through outbound calls and digital channels, consistently meeting and exceeding campaign targets.
- Engaged with potential clients to assess insurance needs, achieving a conversion rate of 20–30% from leads to warm transfers or quotes.
- Collected and verified customer information with high accuracy (95%+), ensuring compliance with underwriting and regulatory requirements.
- Delivered persuasive sales pitches, increasing customer interest and contributing to higher policy quote volumes.
- Maintained strict adherence to scripts, compliance guidelines, and data protection standards for US insurance regulations.
- Updated CRM systems in real-time, ensuring accurate lead tracking and follow-ups, improving team efficiency and pipeline visibility.
- Consistently met KPIs including dial targets (150–200 calls/day), conversion rates, and quality assurance scores (90%+).
Education
Higher Certificate: Short Term Insurance - Insurance
UNISA
Johannesburg, South Africa 04.2001 -
NSC Bachelor Pass - Matric
The Hill High School
Johannesburg, South Africa12-2012
Skills
Quality assurance evaluations
Zendesk customer support
Social media analytics
KYC and AML proficiency
SOP design and implementation
Jira Coaching Ticket management
CRM System Management
Claims assessment & Administration
Risk Assessment & Risk Analysis
Policy Administration & Endorsements
Underwriting Support
Insurance Compliance (FAIS Fit & Proper)
Regulatory Knowledge (RE5, COB Personal & Commercial Lines)
Additional Information
www.linkedin.com/in/thando-gada-b2202990
Certification
RE5 – Financial Services Representative
Regulatory Examination Certificate
- RE5 Regulatory Examination: Representatives in all Categories of FSPs
- Examination at JHB-Sandton Sinosteel Plaza
- 24/06/2022
Timeline
Quality Assurance Specialist
Betway Africa (Super Group / Osiris Trading)
01.2021 - 03.2026
Insurance Agent
IContact
01.2020 - 11.2020
Lead Generator
Home Grown Insurance
03.2019 - 12.2019
Higher Certificate: Short Term Insurance - Insurance
UNISA
04.2001 -
NSC Bachelor Pass - Matric
The Hill High School