Team Leader: Quality Assurance

Who are we?

At MiWay, our purpose is to enable people to live their way. We understand that life is not just about "things" but the meaning that those things bring to your life. We believe that technology and innovation have infinite possibilities when it's inspired by humans by you.

Therefore, we focus on our clients' needs; finding new ways to simplify their lives and how they do things.

We give them products, services, and solutions that enable them to live and enjoy life on their own terms – in their own way.

Agile values and principles are strongly embedded in our culture, and they are at the core of how we make decisions and how we approach adding value within the company.

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

Reporting and communication

Drive leads and service targets

Management of employees

Coaching, quality and compliance

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Plans and aligns - Contributing independently

Directs work - Contributing independently

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

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

At MiWay we believe in cultivating a positive and dynamic working environment that gives you freedom and opportunity to succeed. MiWay is committed to transformation and embracing diversity. This is what drives us to achieve a multicultural workplace with employment equity as a key goal to create an inclusive workforce, reflective of the demographics of our society.