Quality Assurance Manager (Parktown) at Rand Mutual - RMA

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