Job Description
The Head of QA will be reporting to Chief Operations Officer
The incumbent will be responsible for continuously monitoring and evaluating quality standards and developing long term solutions to operational issues with the aim of eliminating errors, rework, risk exposure for the organization, and poor customer experience.
Qualifications and experience required
Minimum 8 – 10 years of experience leading a quality assurance COE function
NQF Level 7: Bachelor’s Degree in business administration, commerce, economics, or engineering
NQF Level 8: Postgraduate Qualification in Quality Assurance (preferred)
Certification of quality assurance is a strong advantage (ISO 9000 etc.)
Lean/Six Sigma (preferred)
Proven experience improving quality across various business functions
Knowledge, skills and competencies required
Sound knowledge of methodologies of quality assurance principles, and standards, and the application thereof in an insurance environment
Knowledge of process enhancement and efficiencies
Ability to engage with business to negotiate agreeing on in-house quality procedures, standards and specifications
Leadership and Management skills
Good communication skills
The ability to link quality assurance/translate quality assurance processes into world class customer experience
Use of technology in a quality assurance environment
Ability to assess customer requirements and ensuring that these are met
Ability to set customer service standards
Ability to write management and technical reports and customers’ charters
Ability to assess training needs for business
Ability to lead change and improvement within the organization in performance and quality
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