QA Manager

Role Purpose Building and maintaining the overall image of the Momentum Health brand in the market place through service recovery and quality auditing and coaching.

Minimum Requirements

• Degree or National Diploma in Business management
• Grade 12
• University degree or equivalent qualification is preferred
• Momentum Group accredited Leadership course would be an advantage
• 5 – 6 years of Client Services Experience Good understanding of the industry would be an advantage
• 5 – 6 years industry experience
• 3 – 4 years leadership experience will be an advantage
• Knowledge of the Oracle systems is essential
• Client service experience in the medical aid environment is essential
• Knowledge of Momentum Health and related complimentary products would be an advantage
• Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group
• Anticipates, meets and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
• Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
• Actively leads change, does what is right for the business and drives continuous improvement through innovation.
• Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, empowerment in others and encouraging them to contribute to the best of their ability.
• Prioritises the business interests of Momentum Group and invests in the success of the group by aligning effort across divisions.
• Persuades, convinces, influences and inspires others, both within Momentum Group and externally to win support, loyalty and gain commitment to the purpose of Momentum Group.
• Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations.
• Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
• Takes responsibility for own development; and actively mentors, coaches and develops talent in others.
• Builds leadership bench strength for Momentum Group by providing opportunities and Duties & Responsibilities Ensure that Quality samples are completed and within agreed standards.
• Identify gaps from the quality sample and implement initiatives to improve the overall quality scores.
• Manage regular coaching sessions with the relevant departments.
• Ensure all quality reporting is provided timeously to the relevant stakeholders.
• Resolve high level unresolved queries /disputes arising from clients and provide feedback.
• Manage/ Ensure that the appropriate service recovery measures and plans are implemented to handle all high level escalations.
• Collaborate with line managers and feedback.
• Engage with the departments that do not meet the standards of service as laid down in Scheme service level agreements (action plans to improve)
• Ensuring that the recommended corrective measure to the defaulting departments does take place.
• Identify areas where training is required to improve service levels and/ or quality scores.
• Identify process and system shortfalls in order to improve efficiencies from service recovery and quality findings.
• Building and maintaining relationships with coaches, service managers & heads of the various business units.
• Keeping a record of all quality audits, escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
• Attending management/ scheme meetings
• Reports as requested by the Scheme or the Executive Team are accurately and timeously completed and included in the Operations Pack by the 5th of every month.
• Process improvements are tracked and there is evidence to show improvement.
• Ensure that Quality samples are completed and within agreed standards.
• Competencies Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group
• Responsibilities Ensure that Quality samples are completed and within agreed standards.
• Good understanding of the industry would be an advantage

Responsibilities

• Ensure that Quality samples are completed and within agreed standards.
• Identify gaps from the quality sample and implement initiatives to improve the overall quality scores.
• Manage regular coaching sessions with the relevant departments.
• Ensure all quality reporting is provided timeously to the relevant stakeholders.
• Resolve high level unresolved queries /disputes arising from clients and provide feedback.
• Manage/ Ensure that the appropriate service recovery measures and plans are implemented to handle all high level escalations.
• Collaborate with line managers and feedback.
• Engage with the departments that do not meet the standards of service as laid down in Scheme service level agreements (action plans to improve)
• Ensuring that the recommended corrective measure to the defaulting departments does take place.
• Identify areas where training is required to improve service levels and/ or quality scores.
• Identify process and system shortfalls in order to improve efficiencies from service recovery and quality findings.
• Building and maintaining relationships with coaches, service managers & heads of the various business units.
• Keeping a record of all quality audits, escalated queries, complaints and the corrective action taken to resolve problematic areas within the business.
• Attending management/ scheme meetings
• Reports as requested by the Scheme or the Executive Team are accurately and timeously completed and included in the Operations Pack by the 5th of every month.
• Process improvements are tracked and there is evidence to show improvement.
• Responsibilities Ensure that Quality samples are completed and within agreed standards.