Quality Assurance Officer
Quality Assurance Officer
Job Purpose
Assist the Quality Assurance & Continuous Improvement Manager in ensuring adherence to organisational policies, procedures, protocols, and best practice.
The role involves conducting inspections and audits, compiling feedback reports, following up on corrective measures, and communicating policies and procedures. The Quality Assurance Officer also provides operational support as required.
Minimum Requirements
Education
Essential: A certificate.
Preferred: A diploma in Quality Assurance or a related field.
Work Experience
Essential: Three years’ experience in Quality Assurance or Development Microfinance Operations.
Preferred: Three years’ experience in Quality Assurance or a similar role.
Knowledge, Skills, and Abilities
Competencies
Strong understanding of organisational policies and services.
Professional telephone etiquette.
Excellent problem-solving, leadership, and customer service skills.
Technical Skills
Working understanding of the Management Information System (MIS), Fin Flux.
Computer literacy in Microsoft Office, particularly Word and Excel.
Knowledge of systems and procedures.
Functional Skills
Creative thinking and problem-solving.
Research skills.
Analytical ability.
A methodical approach to work.
Time management.
Attention to detail.
Report writing.
Ability to meet deadlines.
Planning and organisational skills.
Personal Attributes
Ability to work effectively in a team.
High standards of business ethics and professional etiquette.
An innovative approach to work.
Responsibilities and Key Performance Areas
1. Branch Audits: Audit and Compliance
Performance weighting: 30%
Assist the Quality Assurance & Continuous Improvement Manager in preparing for and conducting branch audits.
Select audit samples for the branch being audited.
Collect information on clients to be interviewed during audits.
Conduct telephone interviews to collect client data.
Conduct telephone interviews to assess the quality of service received by clients.
Conduct validity checks on arrears, disbursements, and loan utilisation.
Conduct fieldwork at branches and visit clients as part of compliance audits.
Compile compliance audit reports following field visits.
Provide monitoring assistance.
Follow up on issues identified during branch audits to ensure corrective measures are implemented.
Conduct ad hoc visits to branches and clients.
Investigate compliance issues raised by clients and staff.
2. Risk Assessment
Performance weighting: 20%
Assist the Quality Assurance & Continuous Improvement Manager in conducting branch risk assessments.
Review and evaluate completed risk assessments.
Assist the Quality Assurance & Continuous Improvement Manager in monitoring organisational risk.
Assist in compiling risk reports for management.
3. Support: Quality Assurance Administration
Performance weighting: 30%
Verify clients applying for loans and confirm that clients have received their disbursements.
Conduct write-off verification to ensure that loans written off are collected.
Conduct arrears verification and follow up on long-outstanding arrears.
Assist the Administration Department with loan administration matters.
Improve the filing system in the Quality Assurance Department.
4. Desktop Audits
Performance weighting: 20%
Conduct desktop audits in accordance with the Quality Assurance & Continuous Improvement Manager’s plan.
Assist the Quality Assurance & Continuous Improvement Manager in verifying information required for desktop audits.
Reconcile information received from the field with Finance and Administration.
Conduct sampling in preparation for branch audits.
Role Scope and Working Conditions
Basic to intermediate problem-solving ability is required.
Basic to intermediate decision-making ability is required.
The role requires travel and extended working hours from time to time.
Work is deadline driven.
The position does not include employee allocation, supervision, direct management, or leadership through others.
General Responsibilities
This job description is not an exhaustive list of tasks. The employee is expected to perform additional activities required to achieve their own key performance indicators and support the achievement of other employees’ key performance indicators at Phakamani Foundation.
The job profile serves as a performance agreement and a commitment to deliver on the role’s responsibilities. Tasks may vary, and the reporting manager may assign additional duties as required.
The successful candidate will be required to read, acknowledge, and accept the following organizational policies and frameworks:
