Head of Quality & Compliance Assurance (Pipeline)

Capita; Cape Town; On-site; ZAR 800,000 - 1,000,000; Full time

Job summary

A leading contact center service company in Cape Town is seeking a Head of Quality & Compliance Assurance to lead operational compliance and quality standards across the organization. This role requires strong leadership skills with a focus on continuous improvement and stakeholder collaboration. The ideal candidate will have at least five years of experience in quality management within the BPO sector and a passion for leveraging technology to enhance service delivery. Join us to drive exceptional customer experiences and uphold industry best practices.

Benefits

Gym onsite

Medical clinic onsite

Cafeteria services

Transport options

Wellness facilities

Qualifications

• Demonstrated leadership in Quality and Compliance functions within a fast-paced environment.
• Experience leveraging technology to enhance Quality and Compliance processes.
• Strong analytical skills to interpret data and develop actionable insights.

Responsibilities

• Lead the Quality and Compliance assurance across VMo2.
• Manage and mentor a team of Quality professionals.
• Develop and implement a comprehensive Quality improvement plan and governance documents.

Skills

Data-driven decision maker

Change Management Champion

Exceptional Communication and Stakeholder Management

Strategic Thinker

Customer-centric Approach

Education

5 years experience in a Quality Management role in BPO/Call center

Tools

AI-powered tools

Data analysis tools

Job description

Overview

Directs all activities and staff responsible for quality assurance of all products and services

Job title: Head of Quality & Compliance Assurance (Pipeline)

Job Description :

The Head of Quality Operational Compliance and Assurance will lead the charge in ensuring operations meet the highest standards of quality and regulatory compliance.

Responsibilities

• Championing Quality and Compliance: Govern the achievement and remediation of operational and regulatory compliance requirements across VMo2 ensuring adherence to contractual obligations and industry best practices.
• Leading a Global Team: Manage and mentor a team of Quality professionals (Oversight ICOE and Ops compliance) driving a culture of excellence and continuous improvement.
• Driving Cross-functional Collaboration: Coordinate with stakeholders across the organization including the Client Capita Compliance Capita Commercial Capita Info Sec and Operations to develop and implement a comprehensive Quality improvement plan.
• Ensuring Timely Reporting: Deliver all Quality reports to the client in line with agreed SLAs and recovery dates maintaining transparency and accountability.
• Overseeing Quality Assurance: Conduct audits quality checks and routine call monitoring to identify and address non-adherence to policies and processes.
• Managing Client Escalations: Support operational leads in addressing client escalations ensuring timely resolution and delivery against agreed improvement plans.
• Assessing Change Impact: Evaluate the impact of Quality-related changes on the current operational model and contractual obligations minimizing risks and maximizing benefits.
• Establishing Governance and Accountability: Develop and maintain key governance documents including a RACI matrix for key Quality assurance processes to ensure clarity of roles and responsibilities.

Accountabilities & Activities

• Ensuring Quality and Compliance: Take full ownership for the delivery of Quality and Quality Assurance across the global VMo2 contract ensuring adherence to contractual obligations and regulatory requirements.
• Leading and Managing: Provide line management oversight to ICOE and other senior Quality managers fostering a high-performing team and driving a culture of excellence.
• Establishing Governance: Set the strategic direction for Quality Assurance across VMo2 including developing and maintaining key governance documents that outline roles responsibilities and processes.
• Managing Risks: Proactively assess product compliance and operational risks developing and implementing risk management strategies and action plans to address areas where KPIs or contractual standards are not being met.
• Addressing Compliance Issues: Act on client and internal compliance / commercial guidance to address compliance issues including fraud contractual obligations and revenue erosion.
• Communicating Policies and Procedures: Disseminate written policies and procedures related to compliance activities collaborating with the commercial team to ensure clarity and effectiveness.
• Leveraging Technology: Explore and implement AI-powered tools and automation to enhance communication monitoring and enforcement of compliance standards.
• Analysing Data: analyse data and trends to proactively identify compliance risks and opportunities presenting findings to management and employees to drive informed decision-making.
• Collaborating with Stakeholders: Work effectively with key stakeholders across all levels of the business including SLT and SMT to identify innovative solutions cost reduction opportunities and KPI achievement strategies.
• Communicating Effectively: Communicate complex data in various formats (digital and verbal) producing compelling case studies and business cases that demonstrate clear benefits and alignment with business objectives.
• Driving Results: Maintain a delivery-based mindset balancing efficient execution with maximum output to achieve results.
• Supporting Change: Collaborate with stakeholders and operational leads on program activities supporting the impact assessment phase of changes to ensure that revenue erosion or Quality KPI risks are effectively mitigated.
• Personal Development: Take ownership of personal and professional development staying up-to-date on products services processes and industry best practices.
• Driving Innovation: Lead the development and implementation of a cutting-edge Quality and Compliance strategy leveraging data AI and automation to continuously evolve the VMO2 Capita Experience.

Professional Know-How

Minimum Requirements :

• 5 years experience in a Quality Management role with a the BPO / Call center space
• Proven leadership in Quality and Compliance: Demonstrated experience leading and managing Quality and Compliance functions within a complex fast-paced environment.
• AI and Automation Advocate: Experience exploring and AI-powered tools and automation to enhance efficiency and effectiveness of Quality and Compliance processes aligned with account plans.

Skills / Abilities

• Data-driven decision maker: Strong analytical skills with the ability to interpret data identify trends and develop actionable insights to improve service quality and compliance.
• Change Management Champion: Proven ability to lead and manage change driving adoption of new technologies and methodologies to improve service delivery.
• Strategic Thinker: Capable of developing and implementing a comprehensive Quality and Compliance strategy aligned with business objectives and industry best practices.
• Exceptional Communication and Stakeholder Management: Excellent written and verbal communication skills with the ability to influence and collaborate with stakeholders at all levels.
• Customer-centric Approach: Passionate about delivering exceptional customer experiences and driving continuous improvement

Judgement Skills

• Critical Thinking and Problem-Solving: Critically analyse complex situations identify root causes and develop effective solutions to address Quality and Compliance challenges.
• Risk Assessment and Mitigation: Proactively identify and assess potential risks develop mitigation strategies and implement controls to minimize negative impacts on service quality and compliance.
• Decision-Making under Pressure: Make sound informed decisions in a timely manner even when faced with ambiguity and competing priorities.
• Balancing Innovation and Compliance: Foster a culture of innovation while ensuring adherence to regulatory requirements and industry best practices.
• Ethical Conduct and Integrity: Demonstrate unwavering ethical conduct and maintain the highest standards of integrity in all Quality and Compliance activities.

Management / Supervisory Responsibility

This position has supervisory responsibilities

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

Were here to help get you to your future whether its to gain worldclass customer service experience or grow with our variety of skills and experiences we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary theres no better place to be.

Our services span multiple sectors locations and businesses from retail industry healthcare government education to employment working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities amenities and multi-faceted transport options. The on-site benefits include a gym a doctor and clinic a creche multiple restaurants and food stores a pharmacy a hairdresser and a spa.

What we hope you’ll do next

Choose Apply now to fill out our short application so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next

• Your application will be reviewed.
• If your application is successful you will be invited to an interview with a member of the recruitment team.

Important

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Please note no late applications will be considered

Location: Cape Town, South Africa

Time Type: Full time

Contract Type: Permanent

Required Experience: Director

Key Skills: Change Management, Corporate Communications, Apache Commons, Compensation, Civil Quality Control

Employment Type: Full-Time

Experience: years

Vacancy: 1