ROLE PURPOSE

 

The Quality Assurance Supervisor supports the Manager: Quality Assurance in overseeing the delivery of quality monitoring and continuous improvement initiatives across operational areas in line with operational and strategic objectives. The role supervises quality assurance activities, analyses operational performance, identifies service and process improvement opportunities, and ensures compliance with internal policies, regulatory requirements, and service level agreements to enhance operational efficiency and customer experience

 

Key Responsibilities


Operational & Functional Management


  • Coordinate and monitor daily QA activities to ensure SLAs, targets and governance requirements are met.
  • Support the QA Manager in achieving departmental objectives and implementing SOPs and improvements.
  • Conduct root cause analysis and manage escalated complaints or queries fairly and professionally.
  • Analyse quality results, identify trends and risks, and provide actionable insights for process improvement.
  • Compile key QA reports, performance metrics and discrepancy findings for management.
  • Participate in the development and refinement of quality procedures, standards and specifications.
  • Conduct quality evaluations and audits to ensure adherence to QA standards
  • Provide operational support to the QA function as a stand-in by conducting quality evaluations and reporting when required, to ensure that monitoring targets and QA service level agreements (SLAs) are achieved

Risk & Compliance Management


  • Adhere to fraud controls, governance processes and risk-management principles.
  • Support internal, external and ISO audit requirements.
  • Maintain quality standards aligned with ISO9001:2015.
  • Review and update Standard Operating Procedures with QA leadership.
  • Enforce QA-related SLAs to minimise operational risk.

People Management


  • Supervise QA team members, fostering collaboration, accountability and a high-performance culture.
  • Provide coaching, mentoring and ongoing development support.
  • Contribute to performance management, talent development and succession planning.
  • Support the QA Manager by acting as second-in-charge when required.

       Stakeholder Engagement


  • Build strong relationships with internal and external stakeholders.
  • Present findings, updates and insights at meetings when delegated.

 

EXPERIENCE

QUALIFICATION

  • Minimum 5 Years in Quality Assurance environment/Team leader role
  • Minimum 7 Years in Medical Aid scheme/Administrator
  • Possess strong operational knowledge and hands-on experience within a medical aid environment, including areas such as claims administration, membership management, credit control, and contact centre operations
  • 5 Years’ Experience in Customer Service
  • Technical knowledge 5 years of NEXUS system experience(preferred)
  • Diploma in Team Management/Leadership  (NQF Level 6)
  • Certificate in Quality Management/ Business Management -advantage

Knowledge

Skills

Attributes

  • 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

 

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

 

 

 
Register
Back