Job Description

THE JOB AT A GLANCE

As a Quality Assurance Team Leader, you will be reporting to the Quality Assurance Manager. You will lead a team of Quality Assurance Specialists to work closely with various business areas across the group in the implementation and embedding of quality principles and methodologies, in line with the QA Framework set on QA standards and guidelines for continuously monitoring and evaluating outputs and outcomes to achieve operational quality goals and targets to improve customer experience.

WHAT WILL YOU DO?

Lead QA Team

Manage the day-to-day activities of the QA Specialist team members, including scheduling and the evaluation of work for adherence to QA standards and ways of work Ensure quality targets that measure outputs and outcomes that relate to customer experience are met Ensure proper capacity planning (Work Force Management) for the QA Specialist team to deliver on the KPAs.

Implement and embed QA Framework and processes

Provide support with embedding and implementing the group wide Quality Management System (QMS) in line with ISO 9001 requirements, including quality strategy, principles, methodology and standards Drive a strong quality assurance and continuous improvement culture by ensuring ongoing monitoring of operational activities, conducting QA assessments, and aligning outcomes with ISO 9001 objectives for customer satisfaction Monitor, measure, and report on quality performance and customer experience against the ISO 9001 framework, identifying opportunities for continual improvement and compliance Manage Non-Conformance Reporting (NCR) process by ensuring timely identification, logging, analysis, and closure in accordance with ISO 9001 requirements Lead and support Root Cause Analysis (RCA) and track Corrective and Preventive Actions (CAPA), ensuring effectiveness and alignment with continual improvement principles Conduct daily stand-ups and support operational health checks to monitor quality performance, raise potential issues early, and drive accountability across teams Perform Pareto analysis of QA assessments to identify recurring issues and develop Lean improvement initiatives on top losses and high-impact areas Apply Lean problem-solving tools (5W2H, 5 WHYs and Fishbone) to address inefficiencies, eliminate waste, and strengthen process effectiveness in line with ISO 9001's continual improvement approach Support the planning, coordination, and execution of internal and external ISO audits to ensure compliance with ISO 9001 and other applicable standards Assist with preparations for external ISO certification and surveillance audits, including collation of evidence, facilitating auditor queries, and ensuring timely closure of audit findings Provide guidance to the QA team and Operations on audit readiness and continuous improvement of processes.

Develop QA Processes and Procedures

Assist with the development and implementation of quality assurance processes and procedures in line with the Quality Manual and Group Quality Policy Ensure that Quality Management Reviews are conducted across operations on a continuous basis to embed ISO 9001 quality standards and evaluate performance against quality objectives Identify operational issues, risks, inefficiencies that result in errors, re-work and risk exposure for the organisation, and poor customer experience, and recommend improvements in line with the principles of continual improvement (ISO 9001:2015 Clause 10) Report operational issues, risks, inefficiencies to management for corrective action, tracking, and follow up to support compliance and drive ongoing improvement of the QMS Continuously update and refine processes in collaboration with the Quality Assurance Team and Group Operations, to ensure alignment with ISO 9001:2015 requirements and evolving business needs.

Ensure alignment of processes and standard operating procedures to operations

Ensure process flows are aligned to day-to-day operational processes Identify gaps in Standard Operating Procedures for a consistent & standardized execution of work in a discipline/operational area Where deviation from SOP has taken place, conduct root-cause analysis, propose possible improvement options (e.g. process improvement, training, system enhancement).

Stakeholder relationship management and customer experience

Take part in Quality Calibration Plans and execute the calibration sessions between operations teams and QA team Train, coach, guide and motivate employees to ensure that quality standards are met Release the Quality Audit Dashboard and reports on time with analysis and insights to drive processing improvements Suggest ways to improve and promote quality through continuous improvement tools.

Reporting

Ensure adherence to all processing guidelines and compliance requirements Conduct proactive analysis on the findings, Root Cause Analysis (RCA's) on operations scores and involve business unit managers to deploy improvement drive Ensure the effective deployment of Corrective and Preventive Actions, reviewed and improvements reported on a timely basis, assessing complaints and customer satisfaction for continual improvement Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed Adhere to deadlines and ensure accuracy and quality.

WHAT WILL YOU GET IN RETURN?

We offer great opportunities for personal and professional development in a stable company that is 131 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround time

The shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.

Our Commitment to transformation:

In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

WHAT YOU'LL BRING TO THE TABLE?

Grade 12 qualification/Matric Certificate NQF Level 7: Degree in Quality Management, Operations Management, Business Administration, Business Management or related fields Certification in ISO 9001 Quality Management System (advantageous) Certified ISO 9001 Internal Auditor (advantageous) Quality management training/ certification/ industry expertise (advantageous) Lean/Six Sigma training (preferred) Proven experience improving quality in a service environment/ financial service Minimum of 5 - 6 years as a Quality Assurance Team Leader Experience in the implementation of quality standards and principles Sound knowledge of methodologies of quality assurance principles, methodologies and standards, and the application thereof in the service/ insurance/ financial environment Proven experience in improving quality across various business functions People management skills to ensure good team performance Good communication skills Strong Analytical skills to identify errors and variance/non-standardisation for improvement Knowledge and skill to align quality requirements that link quality outcomes to customer requirements for an improved customer experience Ability to write management and technical reports Ability to identify process and system enhancement requirements, as well as training needs for business Experience in presenting quality outcomes to relevant management teams, and the ability to persuade and influence improvement requirements Excellent interpersonal skills including problem resolution, conflict management and customer service * Insurance or Financial Services experience (advantageous).