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.
WHAT YOU WILL GET IN RETURN
We offer great opportunities for personal and professional development in a stable company that is 132 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.
Turnaround time
The shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.
Closing date: 24th June 2026
Our Commitment to transformation:
In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.
