Description<\/p>\n
THE JOB AT A GLANCE<\/p>\n
\tAs a Quality Assurance Team Leader, you will be reporting to the Quality Assurance Manager.
\n\tYou 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.<\/p>\n
WHAT WILL YOU DO?<\/p>\n
Lead QA Team<\/p>\n
\tManage 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
\n\tEnsure quality targets that measure outputs and outcomes that relate to customer experience are met
\n\tEnsure proper capacity planning (Work Force Management) for the QA Specialist team to deliver on the KPAs.<\/p>\n
Implement and embed QA Framework and processes<\/p>\n
\tProvide 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
\n\tDrive 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
\n\tMonitor, measure, and report on quality performance and customer experience against the ISO 9001 framework, identifying opportunities for continual improvement and compliance
\n\tManage Non-Conformance Reporting (NCR) process by ensuring timely identification, logging, analysis, and closure in accordance with ISO 9001 requirements
\n\tLead and support Root Cause Analysis (RCA) and track Corrective and Preventive Actions (CAPA), ensuring effectiveness and alignment with continual improvement principles
\n\tConduct daily stand-ups and support operational health checks to monitor quality performance, raise potential issues early, and drive accountability across teams
\n\tPerform Pareto analysis of QA assessments to identify recurring issues and develop Lean improvement initiatives on top losses and high-impact areas
\n\tApply Lean problem-solving tools (5W2H, 5 WHYs and Fishbone) to address inefficiencies, eliminate waste, and strengthen process effectiveness in line with ISO 9001\u2019s continual improvement approach
\n\tSupport the planning, coordination, and execution of internal and external ISO audits to ensure compliance with ISO 9001 and other applicable standards
\n\tAssist with preparations for external ISO certification and surveillance audits, including collation of evidence, facilitating auditor queries, and ensuring timely closure of audit findings
\n\tProvide guidance to the QA team and Operations on audit readiness and continuous improvement of processes.<\/p>\n
Develop QA Processes and Procedures<\/p>\n
\tAssist with the development and implementation of quality assurance processes and procedures in line with the Quality Manual and Group Quality Policy
\n\tEnsure that Quality Management Reviews are conducted across operations on a continuous basis to embed ISO 9001 quality standards and evaluate performance against quality objectives
\n\tIdentify 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)
\n\tReport operational issues, risks, inefficiencies to management for corrective action, tracking, and follow up to support compliance and drive ongoing improvement of the QMS
\n\tContinuously 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.<\/p>\n
Ensure alignment of processes and standard operating procedures to operations<\/p>\n
\tEnsure process flows are aligned to day-to-day operational processes
\n\tIdentify gaps in Standard Operating Procedures for a consistent & standardized execution of work in a discipline\/operational area
\n\tWhere deviation from SOP has taken place, conduct root-cause analysis, propose possible improvement options (e.g. process improvement, training, system enhancement).<\/p>\n
Stakeholder relationship management and customer experience<\/p>\n
\tTake part in Quality Calibration Plans and execute the calibration sessions between operations teams and QA team
\n\tTrain, coach, guide and motivate employees to ensure that quality standards are met
\n\tRelease the Quality Audit Dashboard and reports on time with analysis and insights to drive processing improvements
\n\tSuggest ways to improve and promote quality through continuous improvement tools.<\/p>\n
Reporting<\/p>\n
\tEnsure adherence to all processing guidelines and compliance requirements
\n\tConduct proactive analysis on the findings, Root Cause Analysis (RCA\u2019s) on operations scores and involve business unit managers to deploy improvement drive
\n\tEnsure the effective deployment of Corrective and Preventive Actions, reviewed and improvements reported on a timely basis, assessing complaints and customer satisfaction for continual improvement
\n\tUse appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed
\n\tAdhere to deadlines and ensure accuracy and quality.<\/p>\n
Requirements<\/p>\n
WHAT YOU’LL BRING TO THE TABLE?<\/p>\n
\tGrade 12 qualification\/Matric Certificate
\n\tNQF Level 7: Degree in Quality Management, Operations Management, Business Administration, Business Management or related fields
\n\tCertification in ISO 9001 Quality Management System (advantageous)
\n\tCertified ISO 9001 Internal Auditor (advantageous)
\n\tQuality management training\/ certification\/ industry expertise (advantageous)
\n\tLean\/Six Sigma training (preferred)
\n\tProven experience improving quality in a service environment\/ financial service
\n\tMinimum of 5 \u2013 6 years as a Quality Assurance Team Leader
\n\tExperience in the implementation of quality standards and principles
\n\tSound knowledge of methodologies of quality assurance principles, methodologies and standards, and the application thereof in the service\/ insurance\/ financial environment
\n\tProven experience in improving quality across various business functions
\n\tPeople management skills to ensure good team performance
\n\tGood communication skills
\n\tStrong Analytical skills to identify errors and variance\/non-standardisation for improvement
\n\tKnowledge and skill to align quality requirements that link quality outcomes to customer requirements for an improved customer experience
\n\tAbility to write management and technical reports
\n\tAbility to identify process and system enhancement requirements, as well as training needs for business
\n\tExperience in presenting quality outcomes to relevant management teams, and the ability to persuade and influence improvement requirements
\n\tExcellent interpersonal skills including problem resolution, conflict management and customer service
\n\tInsurance or Financial Services experience (advantageous).<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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