Team Leader: Quality Assurance

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

What will you do?

We are looking for a Quality Assurance Team Leader to lead and manage the Quality Assurance team, ensuring consistent application of quality standards in line with compliance, monitoring performance, identifying improvement opportunities, and driving a culture of continuous improvement across the business. The QA Team Leader is   
responsible for coaching QA Analysts, maintaining quality processes, providing actionable insights, and supporting operational excellence. This aligns with internal QA leadership responsibilities such as monitoring team performance, managing quality processes, coaching staff, and engaging stakeholders on quality concerns and solutions   

What will make you successful in this role?

      Minimum Qualification Required  

• Grade 12/Standard 10/ FAIS NQF 4  
• Certified Quality Manager Advantageous
     
  Minimum Experience  
• Minimum 3 years in the STI environment  
• 2 -3 years' experience in a Quality Assurance environment  
• 2+ years' experience leading or supervising teams.  
• Experience in customer service, contact centre, claims, insurance, or operational quality environments   
  preferred

Deliverables include, but are not limited to:

1. Team Leadership and People Management  
• Lead, motivate, and develop a team of QA Analysts.  
• Conduct regular one-on-one coaching and performance discussions.  
• Monitor individual and team performance against agreed targets.  
• Manage attendance, leave, discipline, and performance improvement plans.  
• Foster a positive, high-performance culture within the team.  
• Support training, onboarding, and development initiatives.  
2. Quality Monitoring and Assurance  
• Ensure quality assessments are completed accurately and consistently.  
• Monitor compliance with operational procedures, policies, and regulatory requirements.  
• Conduct quality calibrations to ensure scoring consistency.  
• Review quality trends and identify recurring issues.  
• Recommend corrective actions to improve service delivery and customer outcomes.  
3. Coaching and Continuous Improvement  
• Deliver structured feedback to operational teams and leaders.  
• Identify skill gaps and implement coaching interventions.  
• Develop action plans to address quality deficiencies. 
• Support continuous improvement initiatives and process enhancements.  
• Promote best practices across teams.   
4. Reporting and Analysis  
• Produce daily, weekly, and monthly quality reports.  
• Analyse quality performance data and identify trends.  
• Present insights and recommendations to management.  
• Track the effectiveness of quality improvement initiatives.  
• Maintain accurate quality records and documentation.   
5. Stakeholder Management  
• Collaborate with Team Leaders, Managers, Training, Operations, and Compliance teams.  
• Escalate significant quality concerns and risks.  
• Participate in operational meetings and quality forums.  
• Communicate quality standards, expectations, and changes effectively.   
6. Process and Governance  
• Ensure quality processes and documentation remain current and effective.  
• Maintain calibration processes and dispute-resolution mechanisms.  
• Support audits and quality reviews.  
• Ensure adherence to company policies, procedures, and regulatory requirements.  

Key Performance Indicators (KPIs)

• Team Quality Score  
• Audit Accuracy  
• Calibration Accuracy  
• Coaching Completion Rate  
• Quality Improvement Action Completion  
• Compliance Adherence  
• Stakeholder Satisfaction  
• Productivity and Turnaround Time  
• Reduction in Repeat Errors  
• Employee Engagement and Development Metrics  

Knowledge and Skills

Personal Attributes

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Deadline to apply: 10 July 2026

Our commitment to transformation