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Job Description
Job Title: Manager, Quality Assurance
Department: Quality Assurance
Company: Jubilee Health Insurance Limited (JHIL)
Reports to: Chief Executive Officer & Principal Officer
Location: Head Office, Nairobi
Job Purpose
The Manager, Quality Assurance will be responsible for establishing, implementing, and maintaining a robust quality management framework to ensure compliance with regulatory requirements, industry standards, and internal policies. The role will provide leadership in monitoring service delivery, ensuring continuous improvement, and embedding a culture of quality across the organization.
Key Responsibilities
- Develop, implement, and maintain the company’s Quality Assurance (QA) policies, procedures, and standards.
- Ensure compliance with relevant regulatory guidelines, ISO standards, and internal quality benchmarks.
- Conduct regular quality audits, reviews, and assessments to identify gaps and recommend improvements.
- Monitor customer feedback, complaints, and service quality, ensuring effective corrective and preventive actions.
- Drive continuous improvement initiatives to enhance efficiency, service delivery, and customer satisfaction.
- Collaborate with business units to embed QA principles into operations and projects.
- Prepare and present QA reports, trends, and recommendations to senior management and the Board.
- Provide leadership, coaching, and mentoring to the QA team.
- Liaise with regulators, auditors, and external stakeholders on quality-related matters.
Key Competencies
- Strong knowledge of ISO standards, QA frameworks, and regulatory compliance in the insurance/financial sector.
- Excellent analytical, audit, and problem-solving skills.
- Strong leadership, interpersonal, and communication abilities.
- Ability to manage multiple priorities and deliver results under pressure.
- Customer-centric mindset with a focus on service excellence.
Qualifications
- Bachelor’s degree in Business, Quality Management, Risk Management, or related field.
- Professional certification in Quality Assurance/ISO Auditing (e.g., ISO Lead Auditor, Six Sigma, TQM) is an added advantage.
- Minimum of 7 years’ experience in quality assurance, compliance, or risk management, with at least 3 years in a managerial role.
- Experience in the insurance, financial services, or healthcare sector preferred.
