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Team Leader: Quality Assurance

Date: 29-Jul-2022

Location: Cape Town WC ZA, WC, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.

Purpose

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute quality assurance accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

2 - 3 years experience in a similar environment

Minimum Qualifications

Higher Diplomas [NQF Level 06] in Office Administration

Outputs

Process

  • Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards.
  • Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
  • Coordinate team's administrative support task execution and provide input to meet required response time, quality & service delivery standards.
  • Monitor team operational transactional efficiency and service delivery quality in relation to objective achievement and report to management.
  • Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives.
  • Contribute to and assist in the continuous improvement of the quality management process in order to improve service delivery are minimise errors.
  • Accountable for the quality execution of own and teams' work, within defined operating procedures, standards and work routines.
  • Plan for the execution of own and other's tasks against a set framework.
  • Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems.

Customer

  • Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision.
  • Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles.

Finance

  • Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage.

Learning and Growth

  • Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
  • Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
  • Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks.

Governance

  • Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks.

Competencies

Technical Competencies

  • Quality Orientation (Intermediate)
  • Risk Awareness (Basic)
  • Quality control (Intermediate)
  • Reporting and Interpretation (Intermediate)
  • Customer Relationship Management (Basic)

Behavioural Competencies

  • Organisation and Attention to Detail (Basic)
  • People Management and Empowerment (Basic)
  • Interpersonal Effectiveness (Basic)
  • Problem Solving and Analysis (Basic)
  • Teamwork and Cooperation (Basic)
  • Customer service orientation (Basic)
  • Communicating with Impact (Basic)
  • Customer Orientation (Basic)

Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.

 

Vaccination Policy & Hybrid Working Model 

We are evolving the way we work and will be launching a Hybrid working model, in line with this Liberty has implemented a Mandatory vaccination policy which is applicable to all employees, this is to further strengthen our commitment to the safety of all employees. Right of refusal to be vaccinated against COVID-19, either on constitutional and/or medical grounds, is taken into consideration and will be dealt with through an objection process. More information about our Hybrid working model and Mandatory vaccination policy will be discussed during the recruitment process for this position. 


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