Quality Assurer at FNB South Africa

Job Description

• To promote and uphold operational excellence by conducting structured quality assessments, identifying gaps, and ensuring adherence to defined standards, policies and procedures.
• The role supports continuous improvement by analysing quality outcomes, facilitating corrective actions, and strengthening process integrity. Enable a positive customer experience by ensuring consistent, accurate and well‑controlled operational execution.
• Conduct routine, systematic quality reviews across operational processes to ensure compliance with approved standards, internal policies and regulatory requirements.
• Identify non‑conformances, defects, and process deviations, documenting findings with clarity, accuracy and actionable detail.
• Maintain up‑to‑date quality records, assessment outcomes and audit trails to support governance and reporting requirements.
• Analyse recurring quality issues, emerging trends and root causes, and escalate insights to management for decision‑making and process optimisation.
• Prepare clear, concise quality reports, dashboards and summaries for operational teams and leadership.
• Support the implementation of continuous improvement initiatives aimed at reducing defects, enhancing process efficiency and improving customer outcomes.
• Participate in testing and validation of new processes, systems or changes to ensure quality implications are identified before rollout.
• Provide direct feedback, coaching and guidance to frontline staff to help correct errors, reinforce best practices and strengthen process adherence.
• Ensure operational teams understand quality standards and consistently apply them in day‑to‑day activities.
• Serve as a liaison between operational teams, quality governance bodies and leadership by communicating insights, risks and improvement opportunities.
• Maintain and update quality documentation (e.g., checklists, scoring guides, assessment templates) to ensure alignment with changing processes.
• Support calibration activities to ensure consistent scoring and interpretation of quality outcomes across assessors and business units.
• Apply recognised quality methodologies including root‑cause analysis and continuous improvement frameworks to strengthen the integrity of quality findings.
• Gather and analyse customer feedback, survey results and related data to identify service gaps, trends and improvement opportunities.
• Support market and competitor analysis where customer experience or quality implications exist.
• Contribute to aligning operational processes with customer expectations and internal service standards.
• Identify potential risks, control weaknesses or process inefficiencies and recommend corrective actions.
• Support monitoring activities that ensure compliance with internal governance, risk management policies and applicable regulatory requirements.
• Promote a culture of proactive risk awareness and quality consciousness within operational teams.

End Date: May 15, 2026