Operations Performance Manager - Quality & KPI Excellence

Teleperformance; Cape Town; On-site; ZAR 300,000 - 460,000; Full time

Job summary

Teleperformance in South Africa seeks a Quality Operations Manager to monitor, evaluate and drive improvement of quality standards within the campaign. You will lead a team, manage KPIs and SLAs, and partner with the client to deliver sustained performance.

The role requires 2+ years in OM/AOM within a BPO, strong leadership, and the ability to coach staff to raise quality and outcomes. This is a performance-driven environment with close client collaboration.

Qualifications

• At least 2 years experience as an OM/AOM in a BPO
• Proven experience in management of a Financial / Regulated / Collections Contact Center
• Experience in KPI Management
• Solid understanding of how Quality can influence achievement of business objectives
• Strong motivational skills to develop people’s attitudes and skills

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed
• Select, train, develop, and manage performance of direct reports; plan and assign work per policy
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports)
• Conduct scheduled reviews with The Client on performance delivery and mitigate KPI failures with remedial actions
• Create and maximize the relationship with The Client
• Provide leadership and guidance to direct reports to ensure policy compliance and performance

Skills

Quality management

KPI management

People development

Leadership

Team management

Job description

Teleperformance in South Africa seeks a Quality Operations Manager to monitor, evaluate and drive improvement of quality standards within the campaign. You will lead a team, manage KPIs and SLAs, and partner with the client to deliver sustained performance.

The role requires 2+ years in OM/AOM within a BPO, strong leadership, and the ability to coach staff to raise quality and outcomes. This is a performance-driven environment with close client collaboration.