Quality Assurance Administrator at Old Mutual South Africa

Job Description

• Monitor and review the business unit’s processes, systems and adherence to quality standards and identify areas for improvement on the overall quality of service provided to customers.
• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyse data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiencies and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Design a solution which best meets the needs of the client and coordinate the implementation of the designed solution.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance the customer experience and value.