Team Lead: Quality Assurance

3 weeks ago


Johannesburg, South Africa Sanlam Full time

What will you do?
PURPOSE OF THE ROLE
To contribute towards minimised risk in the Distribution Division through leading the delivery of any one of the following capabilities in the Quality Assurance function:
Quality Assurance
Replacements and Complaints
To lead a team of Administrators responsible for checking and verifying adherence to standards, policies, procedures, and regulatory frameworks.
To ensure operational efficiency and manage the execution of processes by a team of Administrators in line with policies, procedures, regulatory frameworks and Service Level Agreements.
Implement process changes to increase productivity, enhance client experience and achieve a low expense ratio.
Key Responsibilities
1. Operational management and efficiency
Work with Manager to translate business objectives into short
- and medium-term goals and targets in line with functional strategy.
Communicate targets and SLAs to team members and ensure an adequate understanding.
Implement and maintain processes, procedures and systems to ensure optimal operational effectiveness.
2. Technical task management
Oversee the efficient execution of processes in any one of the following areas:
**2.1 In case of**: Quality Assurance
Work with Manager to develop and set QA standards and targets in line with regulatory frameworks and requirements. Communicate standards and targets to the team executing QA on Distribution areas.
Engage with Distribution Operations to socialise standards.
Oversee and lead the execution of QA assessments of areas across Distribution (Onboarding, Terminations, Replacements, Commissions, Recoveries).
Verifying recruitment of advisors, conducting FAIS compliance checks, verifying loss recoveries in terms of monetary value, verifying commissions calculations, verifying replacement of policies, verifying terminations in line with protocols, etc.

**2.2 In case of**: Replacements and Complaints
Work with Manager to develop and implement complaints management and replacement processes and procedures to address complaints arising from Distribution Operations.
Lead the monitoring of the complaint’s inbox by Administrators, guiding resolutions, next steps and escalations within agreed SLAs.
Work with relevant business owners to ensure that complaints raised have been addressed.
Lead the analysis of complaints to identify trends. Participate in the existing Complaints Forum to address frequent complaints. Monitor and ensure corrective action has been implemented.
Review operational processes across Distribution to identify potential areas that may contribute to complaints being received.
Lead and oversee the quality assurance of replacements of policies to determine whether the correct processes have been followed.
3. Reporting
Oversee accurate recording of data by team members.
Monitor and report on daily and weekly targets or SLAs.
Utilise dashboards or digital platforms and analytical tools to monitor performance data in the area. Identify trends and areas of development.
Collate and deliver timeous and accurate daily, weekly, monthly, quarterly and annual reporting to Management.
4. Continuous improvement
Identify opportunities for improvement relating to internal / team systems and processes and propose solutions to optimise efficiencies.
Provide operational insight and support ad hoc projects aimed at establishing and improving the area.
Standardise and align ways of work to minimise duplications and inefficiencies.
5. Team leadership
Actively participate in recruitment of team members as required.
Responsible for the effective onboarding of new team members.
Performance-manage the team through individual performance contracting and review, clearly communicating performance expectations and addressing performance issues.
Ensure that personal development plans are agreed to, contracted and discussed to ensure that the team members take ownership for their personal development; follow up on agreed action plans at agreed intervals. Qualifications
Matric (Grade 12)
Minimum 3-year Degree / National Diploma in Business Management or a related field. Knowledge and Experience

**Knowledge**:
Operational management principles
Legislation and regulatory frameworks relating to Risk, Compliance, QA
Team leadership principles
Client engagement principles
Relevant regulatory frameworks pertaining to an operational environment, like TCF, is essential.

**Experience**:
3 - 5 Years’ experience in an operational environment within the financial services / insurance or retail industries (experience in the insurance industry would be advantageous).
Proven experience in customer engagement and relationship management.
Advanced report writing experience.
Previous leadership experience is essential.
Previous supervisory experience is advantageous Conditions of Employment
Clear criminal and credit check
Smart phone
Own transportation Personal Attributes Organisational savvy - Contributing through others Manages complexity - Contribu



  • Johannesburg, Gauteng, South Africa Psybergate (Pty) Ltd Full time

    Role OverviewPsybergate (Pty) Ltd is seeking a highly skilled Quality Assurance Lead to join our team. The ideal candidate will have a strong background in IT, excellent leadership skills, and the ability to drive quality engineering practices.


  • Johannesburg, South Africa iOCO Full time

    JOBNUMBER **iOCO03322** - CONTRACT TYPE **Contract** - CONTRACT TYPE: **Hybrid** **The Role**: We require a **QA Lead** to join our team to Lead the Test Implementation in accordance with the agreed Quality Assurance principles and standards in order to manage the Product risk and inter-dependencies during the Product Life-Cycle. Ensure alignment across...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **QUALITY ASSURANCE OFFICER -**: - Degree in Quality, Engineering, Commerce **OR** Chemistry - Minimum 2-3 Years' experience in Production or Manufacturing (Preferably explosives Manufacturing) - Knowledge of ISO 9001 and Quality Tools and Techniques preferable - Internal Auditor ISO 9001 - Appropriate ISO Quality Qualification and accreditation or...


  • Johannesburg, South Africa Re-Action Consulting (Pty) Ltd Full time

    **Position**: Technical Quality Assurance Lead **Reporting To**:Project Manager **Location**: Witbank and/or Johannesburg **DESCRIPTION** The Technical Quality Assurance Lead forms part of a team that will be implementing a COVID-19 Vaccination project within the Mpumalanga province. The Technical Quality Assurance Lead will be responsible for...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **Quality Assurance Officer**: - Degree in Quality, Engineering, Commerce or Chemistry - 2-3 year's experience in Production or Manufacturing **Preferably explosives** **Manufacturing**) - Knowledge of ISO 9001 and Quality tools and Technicals - Internal Auditor IS) 9001 - Appropriate ISO Quality qualifications and Accreditation or Quality...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **QUALITY ASSURANCE/QUALITY CONTROL Supervisor**: - **MUST HAVE: Diploma in Food Tech/Biotech/Food & Nutrition OR Analytical Chemistry** - **1-2 Years' Relevant experience**: - **FMCG, Manufacturing Sector experience Essential**: - **Proven ability to Manage, Maintain & Deliver**: - **Quality Output**: - **Food Safety Team Coordinator**: -...


  • Johannesburg, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...


  • Johannesburg, South Africa Ovations Technologies (Pty) Ltd Full time

    To Lead the Test Implementation in accordance with the agreed Quality Assurance principles and standards in order to manage the Product risk and inter-dependencies during the Product Life-Cycle. Ensure alignment across Business Analysis, Development, Quality Assurance and Environment to optimise the testing efficiencies across the Product delivery stack....


  • Johannesburg, South Africa Pronto Labour Team Full time

    **JNR QUALITY ASSURANCE SUPERVISOR -** with 1-2 Year's experience - Jhb South area, Gauteng **JNR QUALITY ASSURANCE SUPERVISOR** - MUST have 1-2 Year's relevant experience - **Diploma or Degree**: Food Tech Biotech Food & Nutrition **OR** Analytical Chemistry - ** MUST have** **FMCG, Manufacturing Sector experience**: - Coordinate the Implementation,...


  • Johannesburg, South Africa Nedbank Full time

    **Requisition Details** - REQ 130550**Job Family** - Informaton Technology**Career Stream** - IT Operations**Leadership Pipeline** - Manager of Others**Job Purpose** - To Lead the Test Implementation in accordance with the agreed Quality Assurance principles and standards in order to manage the Product risk and inter-dependencies during the Product...

  • QA Lead

    2 days ago


    Johannesburg, South Africa Nedbank Full time

    **Requisition Details** - REQ 123699**Job Family** - Informaton Technology**Career Stream** - IT Operations**Job Purpose** - To Lead the Test Implementation in accordance with the agreed Quality Assurance principles and standards in order to manage the Product risk and inter-dependencies during the Product Life-Cycle. Ensure alignment across Business...


  • Johannesburg, South Africa Pronto Labour Team Full time

    **Jnr Quality/Assurance ANALYST** (MUST currently work as an Analyst with Minimum 1-2 Year's experience in the FMCG Industry) - Nasrec, Jhb area (**MUST stay within reasonable distance** - **Clearly Stipulate if your are **Willing to Relocate at Own** **Cost on your Resume/CV**) **Jnr QUALITY/ASSURANCE ANALYST -MUST currently work as an ANALYST** ** Should...


  • Johannesburg, Gauteng, South Africa Kontak Recruitment Full time

    Key ResponsibilitiesWe are seeking an Infrastructure Quality Assurance Lead to develop and implement quality assurance systems, ensuring compliance with project specifications, industry standards, and regulatory requirements.The ideal candidate will have a strong background in civil infrastructure projects, particularly in water, sewer, bulk water pipelines,...


  • Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    Job DescriptionWe are seeking a highly motivated Assurance and Quality Analyst to join our team. As a key member of our quality department, you will be responsible for ensuring that all products meet the required quality standards.Key ResponsibilitiesDevelop and implement quality control procedures to ensure compliance with industry standards.Conduct regular...


  • Johannesburg, Gauteng, South Africa PwC Remchannel (Pty) Ltd Full time

    About the JobWe are seeking a highly skilled and experienced professional to join our team as a Lead Assurance Quality Manager. In this role, you will play a key part in driving the development of audit quality methodologies and processes.As a Senior Assurance Methodology Expert, you will be responsible for leading the design and implementation of audit...


  • Johannesburg, Gauteng, South Africa Pronto Labour Team Full time

    Job SummaryPronto Labour Team seeks a detail-oriented Quality Assurance Junior Specialist to ensure seamless operations in the FMCG industry. The ideal candidate will have a strong background in analytical chemistry or a related field.Key ResponsibilitiesEnsure compliance with quality standards and protocols.Collaborate with cross-functional teams to resolve...


  • Johannesburg, South Africa FirstRand Full time

    Job Description Dear Future, Quality Assurance Team Leader This role requires you to manage the day to day operations to ensure that processes, business rules and policies are being adhered to across all operations and strive to improve efficiency and conformance to standards and practices Are you someone who can do the following: - Cultivate and manage...


  • Johannesburg, South Africa Mediro ICT Full time

    Role Purpose Ensure the quality of all business and technology solutions is functionally and non-functionally tested, in order to meet the requirements and achieve overall sustainable quality of the business solution. The QA Lead establishes metrics, mentors team members and manages outside resources. They are responsible for growing the maturing of the...


  • Johannesburg, South Africa Command Quality (Pty) Ltd Full time

    **Position Overview**: The position is for a skilled Test Lead to manage and coordinate software testing activities. Ensure alignment s across the Product delivery stack.You will ensure the quality and reliability of our software products. Use the automation framework and pre-defined test tools to inspect, analyse, design, develop and implement re-useable...


  • City of Johannesburg, Gauteng, South Africa BASHR Consulting Full time

    **Job Details**: **Department** **Information Technology** **Minimum experience** **Mid-Senior** **Company primary industry** **Information Technology and Services** **Job functional area** **Information Technology** **Salary** **R900 000 - R1 152 000 per annum** Great news!! Here is an opportunity for you to join a team of innovators and tech...