Quality Assurance Team Leader

4 days ago

Parktown, South Africa Rand Mutual Assurance Full time

**THE JOB AT A GLANCE**

As a Quality Assurance Team Leader, 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 defined quality assurance framework, including quality strategy, principles, methodology and standards.
- Support a strong quality assurance and continuous improvement culture by ensuring the continued monitoring of operational activities, measuring customer outcomes for continual improvement of customer experience.
- Based on the quality framework, monitor quality and measure customer experience.

**Develop QA Processes and Procedures**
- Assist with the development of quality assurance processes and procedures to outline plans for conducting quality assessments, identifying critical control points and preventive measures, establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
- Ensure that quality assurance reviews are conducted in operations on a continuous basis to embed quality standards and ensure continuous monitoring and evaluation of the extent to which quality measures vary from approved minimum standards.
- Identify operational issues/risks/inefficiencies that lead to errors, re-work and risk exposure for the organisation, and poor customer experience, for improvement.
- Report operational issues/risk/inefficiencies to management for corrective action and tracking thereof, and for continual improvement of the QA function.
- Continuously update processes in collaboration with the QA Team, with input from operations.

**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 YOU'LL BRING TO THE TABLE?**
- NQF Level 7: Degree in Business Administration Business Management, Commerce, Economics or related fields
- 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
- 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 enh

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