ROLE PURPOSE

We are seeking a dedicated and detail-oriented Quality Assurance Supervisor to join our team. In this role, you will be responsible for overseeing all aspects of quality control and assurance processes to maintain product standards and compliance with regulatory requirements.

Key Areas of Responsibility

• Develop and implementing quality control procedures and standards.
• Conduct regular audits and inspections to ensure adherence to quality guidelines.
• Lead and manage a team of QA agents, providing guidance and support.
• Conduct regular team meetings and training sessions to enhance team skills
• Provide training to QA staff on quality standards, procedures, and best practices.
• Identify training needs and coordinate relevant development program.
• Identify areas for improvement in business processes and recommend corrective actions.
• Provide training and guidance to the business teams on quality protocols and best practices.
• Investigate and resolving customer complaints or quality issues in a timely manner.
• Collaborate with cross-functional teams to implement  continous quality improvement initiatives.
• Manage daily operational delivery according to the internal Service Level Agreements, and ensure that procedures are implemented and systems are operated within the correct governance guidelines.
• Contribute to the identification and resolution of operational queries within the sub-division and escalate unresolved queries for resolution.  
• Lead and resolve stakeholder escalations and/or complaints in a fair manner applying appropriate expertise in line with Scheme Rules and protocols.
• Track and monitor poor customer experience from the Voice of the Customer (VOC) report, to ensure feedback and resolution by operational sub-divisions.
• Conduct root cause analysis on customer escalated complaints, non-conformance issues, to  present findings to relevant stakeholders.
• Monitor key performance indicators (KPIs) and metrics to track quality performance.
• Compile quality sub-divisional reports, statistical control metrics, and manage discrepancies for continuous improvement.
• Maintain and enforce all quality assurance related Service Level Agreements to minimize business risk and ensure business continuity.
• Stay updated on industry regulations and ensure that the organization remains compliant.

EXPERIENCE

QUALIFICATION

• 5 Years in Quality Assurance environment/Team Leader role
• 8-10 Years in Medical Aid industry
• 3.-5 years Claims experience
• Underwriting ,PMB processes (advantageous)

• Diploma in Business  management  or  equivalent
• Quality-related certifications such as Six Sigma, Lean, or Quality Management certifications (advantageous)

KNOWLEDGE

SKILLS

COMPETENCIES

• Relevant legislation and regulatory frameworks
• Risk Management          practices and principles

• Business Acumen
• Survey design and data gathering principles
• Quality Control principles
• Project Management principles

• Verbal and Written Communication
• Presentations
• Project Management
• Coaching and Mentoring
• Conflict management
• Presentation skills

• Detail Orientation
• Innovative Thinking
• Innovative Thinking
• Customer Centric
• Results Focused
• Quality Focused
• Assertiveness
• Compliance Driven
• Innovative thinking
• Analytical Thinking
• Problem Solving
• Judgement and Decision-Making