Jubilee Insurance, a trusted brand with a rich history dating back to August 1937, was established as the first locally incorporated insurance company in Mombasa, Kenya. Over the decades, the organization has grown into the leading composite insurer in East Africa, offering a broad portfolio of services including Life, Pensions, General, and Medical Insurance. With a customer base exceeding 1.9 million and a footprint that extends across Kenya, Uganda, Tanzania, and Burundi, Jubilee Insurance continues to uphold its reputation as the region’s number one insurer.
The Group is also recognized as the only ISO-certified insurance company listed on three major East African stock exchanges: The Nairobi Securities Exchange (NSE), the Dar es Salaam Stock Exchange, and the Uganda Securities Exchange. This demonstrates Jubilee’s commitment to transparency, accountability, and adherence to internationally recognized standards.
As part of its continued investment in excellence and innovation within the health insurance sector, Jubilee Health Insurance Limited (JHIL) is inviting applications for the position of Manager, Quality Assurance. The successful candidate will report directly to the Chief Executive Officer & Principal Officer and will take on a critical leadership role in shaping, implementing, and sustaining the company’s quality assurance (QA) agenda.
This opportunity is ideal for a seasoned professional with extensive experience in quality management, claims auditing, systems testing, and ISO compliance, particularly within insurance, healthcare, or financial services. The role requires a forward-thinking leader with a proven record in operational excellence and an ability to drive organization-wide quality frameworks.
Role Purpose
The Manager, Quality Assurance, will provide strategic direction and leadership in ensuring operational excellence throughout the company’s medical insurance operations. The position is responsible for developing, implementing, and maintaining quality assurance frameworks, strategies, and systems that promote continuous improvement, regulatory compliance, and enhanced customer satisfaction.
In this role, the manager will serve as the ISO Management Representative, ensuring full compliance with ISO standards and managing related audits. The individual will also oversee quality processes in claims, systems, and vendor services, while fostering a company-wide culture of accountability and continuous improvement.
Main Responsibilities
The role of Manager, Quality Assurance at Jubilee Health Insurance Limited will encompass six major domains: strategy and governance, operational quality assurance, claims and systems quality assurance, ISO certification and compliance, reporting and dashboarding, and leadership with people management.
1. Strategy and Governance
The incumbent will be responsible for:
- Designing and executing the QA strategy, frameworks, and initiatives that drive operational efficiency and continuous improvement.
- Ensuring alignment of QA strategies with the company’s broader strategic objectives by collaborating closely with senior management.
- Monitoring industry developments, regulatory changes, and technological advancements to ensure Jubilee’s QA standards remain competitive and compliant.
- Establishing and nurturing effective relationships with external stakeholders, including regulators, accreditation agencies, and auditors, to remain informed of requirements and ensure compliance.
- Serving as the company’s ISO Management Representative, overseeing audits and ensuring compliance with ISO standards at all times.
2. Operational Quality Assurance
The Quality Assurance Manager will lead in establishing operational QA protocols, focusing on:
- Developing and maintaining standardized quality guidelines for all business functions, particularly claims management and system performance.
- Conducting regular operational audits across departments to ensure adherence to policies, efficiency, and compliance.
- Analyzing audit findings and performance data to uncover trends, determine root causes of issues, and identify opportunities for improvement.
- Creating and supervising corrective action plans, ensuring issues are addressed effectively and resolved within agreed timelines.
- Leading the planning and execution of User Acceptance Testing (UAT) for system upgrades, new solutions, and automation initiatives.
- Ensuring processes are streamlined to enhance customer satisfaction and that service level agreements (SLAs) are consistently met.
- Monitoring vendor performance to ensure that contracted service providers meet their quality and performance obligations.
3. Claims and Systems Quality Assurance
As claims represent a core function within health insurance operations, the Manager, Quality Assurance, will:
- Oversee quality control processes for claims, covering assessment, adjudication, payment, and customer communication.
- Conduct regular claims audits to evaluate accuracy, fairness, and compliance with policy terms.
- Collaborate with IT, Operations, and Claims departments to ensure that data integrity and system controls are embedded across business-critical applications.
4. ISO Certification and Compliance
ISO certification is integral to Jubilee’s competitive edge, and the manager will:
- Coordinate both internal and external ISO audits, ensuring readiness and full compliance with ISO 9001 standards.
- Maintain up-to-date Quality Management System (QMS) documentation, ensuring transparency and accessibility.
- Oversee ISO-related training and awareness programs for staff, ensuring that all employees understand their roles in maintaining certification standards.
5. Reporting and Dashboarding
Data-driven insights will be a central aspect of this role, with the manager expected to:
- Deliver accurate, timely, and detailed reports on QA performance, audit outcomes, and improvement initiatives to the CEO and senior leadership team.
- Develop and maintain dashboards that provide real-time visibility into key QA metrics.
- Utilize analytics to inform decision-making and guide continuous improvement projects across the organization.
6. Leadership, People Management, and Culture
The Quality Assurance Manager will also play a critical role in leadership and culture-building:
- Leading, mentoring, and developing the QA team to achieve set objectives while fostering professional growth.
- Promoting a culture of accountability, customer focus, and continuous improvement across the organization.
- Supporting change management processes, particularly in relation to new systems, frameworks, and operational changes.
- Encouraging collaboration across departments to achieve common quality objectives and promote synergy.
Key Competencies
The role demands proficiency in several key areas, including:
- Strong expertise in Quality Management Systems (QMS) and ISO standards.
- Proven capabilities in claims quality assurance and auditing.
- Hands-on experience in systems testing and User Acceptance Testing (UAT).
- Strong analytical skills for interpreting data and identifying improvement areas.
- Demonstrated experience in project management, particularly in QA initiatives.
Academic and Professional Qualifications
Applicants are expected to possess the following qualifications:
- A bachelor’s degree in Business Administration, Quality Management, Healthcare Administration, or a related field.
- A master’s degree is highly desirable.
- Certification as an ISO Lead Auditor or Internal Auditor is mandatory.
- A recognized project management certification, such as PMP or PRINCE2, is an added advantage.
- Additional qualifications in Six Sigma or Certified Quality Manager are desirable and will provide a competitive edge.
Relevant Experience
The ideal candidate will:
- Have a minimum of eight (8) years’ experience in quality assurance within insurance, healthcare, or financial services.
- Possess at least three (3) years of proven leadership experience in QA, with a record of delivering results in complex and regulated environments.
- Demonstrate a track record in claims quality assurance, systems testing, ISO compliance, and project management.
- Have prior experience with a Big Four audit firm, which will be considered an added advantage.
Application Process
Interested candidates who meet the above requirements are encouraged to apply by submitting a detailed curriculum vitae (CV) and cover letter. Applications should clearly quote the job reference number and the position applied for in the subject line. Submissions must be sent to:
The deadline for applications is 25th August 2025. Only shortlisted candidates will be contacted for the next stage of the recruitment process.
Closing Note
This position presents an exceptional opportunity for a skilled quality assurance professional to contribute to the strategic growth of the largest composite insurer in East Africa. With a strong emphasis on ISO standards, operational excellence, and customer satisfaction, the role offers a chance to lead meaningful initiatives within a dynamic and competitive industry.
