Description
THE JOB AT A GLANCE
The QA Manager role serves as the first line operational assurance provider, reporting to the Head of Quality Management and is responsible for leading and embedding a robust Quality Assurance capability across the Group's core operations to ensure consistent service delivery, operational excellence, regulatory compliance and superior customer outcomes. The role drives the implementation and continuous improvement of the Quality Assurance Framework, methodologies, standards, and governance practices, ensuring quality principles are integrated into day-to-day operations and strategic initiatives.
The incumbent will oversee the design, execution, and monitoring of quality assurance programmes, including transactional quality assessments, operational control testing, customer experience assurance, and operational performance reviews. Through data-driven insights and root cause analysis, the QA Manager will identify quality gaps, operational risks, process failures, control weaknesses, and improvement opportunities, partnering with business leaders to implement sustainable corrective and preventative actions that reduce errors, rework, complaints, operational losses, and customer detractors.
The role is accountable for supporting, maintaining, and continuously improving the Group's ISO 9001:2015 Quality Management System (QMS) by ensuring adherence to documented processes, quality standards, internal control requirements, and continual improvement principles. This includes coordinating quality audits, monitoring nonconformances and corrective actions, supporting management reviews, maintaining quality documentation, reporting on quality performance, and promoting a culture of quality excellence and process discipline across the organisation.
The QA Manager will also play a key role in integrating Operational Quality Assurance into the Group's Combined Assurance framework, providing independent assurance over operational effectiveness, process compliance, customer outcomes, and key operational controls.
The role will collaborate closely with Risk Management, Compliance, Internal Audit, Process Engineering, and business stakeholders to strengthen assurance coverage, reduce duplication of assurance activities, identify emerging operational risks, and provide consolidated insights that support effective governance, risk management, and control oversight.
WHAT YOU WILL DO
Lead and Implement the RMA Quality Assurance Strategy and Framework
Implement and embed the Group Quality Assurance Framework, methodology, standards and governance practices across all operational areas
Drive the execution of the Quality
Assurance strategy aligned to Operational Excellence, customer experience, risk management and business objectives
Establish quality standards, performance measures, quality scorecards and
assurance plans across core business functions
Build and sustain a culture of quality, accountability and continuous improvement through ongoing monitoring, coaching and stakeholder engagement
Monitor quality outcomes and customer experience trends to identify opportunities for improvement.
Maintain and Enhance the ISO 9001 Quality Management System
Maintain compliance with ISO 9001:2015 requirements and Quality Management System standards
Coordinate internal quality audits, management reviews, corrective actions and continual improvement initiatives
Ensure quality documentation, policies, procedures and records are maintained and controlled
Monitor non-conformances and drive timely implementation of corrective and preventative actions
Promote risk-based thinking and continual improvement throughout the organisation.
Develop and Standardise Quality Assurance Methodologies, Governance and Assurance Practices
Develop and maintain quality assurance methodologies, standards, scorecards, sampling frameworks and governance practices
Design quality assessment approaches to evaluate customer, operational, compliance and process outcomes
Standardise quality monitoring practices across business units and operational functions
Ensure quality assurance methodologies remain aligned to regulatory, operational and customer requirements
Continuously enhance assurance approaches through data analysis and industry best practice.
Integrate Operational Quality Assurance into the Combined Assurance Ecosystem
Provide first-line operational assurance over process compliance, operational controls and customer outcomes
Collaborate with Legal, Risk, Compliance, Internal Audit and Process Engineering teams to strengthen assurance coverage
Align quality assurance activities to operational risks, controls and Combined
Assurance requirements. Monitor control effectiveness and identify emerging operational risks and process failures
Provide consolidated assurance insights to management and governance forums.
Drive Operational Improvement, Process Compliance and Control Effectiveness
Monitor adherence to approved processes, policies and standard operating procedures
Conduct root cause analysis on quality failures, control weaknesses, customer complaints and operational risks
Identify opportunities for process optimisation, automation, standardization and operational improvement
Partner with Process Engineering and operational teams to implement sustainable corrective actions
Evaluate the effectiveness of operational controls and process compliance.
Leadership, Stakeholder Management and Quality Culture
Lead, coach and develop the Quality Assurance team to achieve operational and strategic objectives
Build strong relationships with business leaders and stakeholders across the Group
Promote a culture of quality, customer centricity, accountability and continuous improvement
Support organisational change initiatives and drive adoption of quality practices
Ensure optimal utilisation of resources and achievement of team performance objectives.
Quality Assurance Reporting
Produce accurate, timely and insightful quality assurance reports for operational management, governance committees and executive stakeholders
Report on quality performance, customer outcomes, operational risks, control effectiveness, audit findings and improvement initiatives
Analyse trends and provide actionable recommendations to improve quality and operational performance
Maintain reporting standards, governance requirements and data integrity
Support management decision-making through meaningful assurance insights.
Requirements
WHAT YOU'LL BRING TO THE TABLE
NQF Level 7 qualification in Business Management, Operations Management, Industrial Engineering, Process Engineering, Quality Management, Risk Management, or a related field
Professional certification in Quality Management or Quality Assurance (e.g. ISO 9001 Lead
Auditor/Lead Implementer, Certified Quality Manager, Quality Assurance Practitioner or equivalent) will be advantageous
Lean, Six Sigma (Yellow Belt/Green Belt) or Continuous Improvement certification preferred
Certification or training in Business Process Management (BPM), Process Engineering, Operational Excellence, Risk Management, or Governance will be advantageous
Demonstrated experience within a financial services, insurance, healthcare administration, or other highly regulated service environment
Experience operating within a complex, multi-functional or group environment is preferred
Minimum 6 - 8 years' experience in a Quality Assurance, Operational Assurance, Quality Management, Process Engineering, Industrial Engineering, Operational Excellence, or Continuous Improvement environment
At least 5 years' management experience leading quality, assurance, process improvement, or operational performance teams
Proven experience designing, implementing, and managing enterprise-wide Quality Management Systems (QMS) across multiple business functions
Demonstrated experience supporting and maintaining ISO 9001 Quality Management Systems, including internal audits, corrective action management, and continual improvement programmes
Proven experience in business process improvement, root cause analysis, and operational performance enhancement
Experience in process governance, implementation of process controls and standard operating procedures
Experience developing and implementing quality assurance frameworks, methodologies, scorecards, quality standards, and assurance reporting
Experience collaborating with Risk, Compliance, Internal Audit, Process Engineering, and operational stakeholders within a governance or Combined Assurance environment
Demonstrated success in leading operational improvement initiatives, customer experience improvements, automation opportunities, and efficiency programmes
Advanced knowledge of Quality Assurance, Quality Management, Operational Assurance
Continuous Improvement, and Customer Experience management principles and methodologies
Strong understanding of ISO 9001:2015 Quality Management Systems and continual improvement practices
Knowledge of governance, risk management, internal controls, compliance, and Combined Assurance principles
Sound understanding of insurance, financial services, or other regulated industry operating environments
Strong stakeholder engagement, influencing, negotiation, and relationship management skills across all organisational levels
Ability to establish, implement, and monitor quality standards, assurance frameworks, methodologies, and governance practices
Ability to assess operational effectiveness, process compliance, control adequacy, and customer experience outcomes
Strong analytical and problem-solving skills with the ability to identify root causes and implement sustainable corrective and preventative actions
Ability to translate quality assurance insights into measurable operational improvements and enhanced customer outcomes
Strong leadership, coaching, mentoring, and people management capability
Excellent written, verbal, presentation, and report-writing skills, including the ability to present insights and recommendations to senior management
Strong project, change management, and continuous improvement capabilities
Ability to identify process, system, control, and capability improvement opportunities across the business
Proficiency in quality monitoring tools, reporting platforms, data analytics, and Microsoft Office applications
Ability to leverage technology and automation to enhance quality monitoring, assurance effectiveness, and operational performance
Strong planning, organisational, and execution skills with the ability to manage multiple priorities in a fast-paced environment
Insurance, financial services, healthcare administration, or other regulated industry experience is strongly advantageous
Experience within an organisation operating under an ISO 9001-certified Quality Management System will be advantageous
Experience working within a Combined Assurance, Operational Risk, or Governance framework will be advantageous
Knowledge of organisational policies, governance frameworks, business processes, operational controls, regulatory and legal compliance requirements, risk management principles, and the application of ISO 9001 Quality Management Systems (QMS) within a regulated financial services environment.
Closing date: 24th June 2026