Quality Assurance Business Partner

Sigma Connected Group; Cape Town; On-site; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Career development

Awards program

Employee Assistance Program (EAP)

Mental Health First Aiders

Sigma Forest tree on probation

Medical Insurance

Food Trucks & snacks

Beauty parlor on-site

On-site nurse

Eye care on-site

Shuttle services

Internal Social Platform

Inclusive workplace

Job summary

Sigma Connected Group is seeking a Quality Assurance Business Partner in Cape Town to transform QA data into insights for clients and internal teams. You will lead storytelling with data and influence outcomes across the organization, partnering with senior leaders to drive improvements.

The role emphasizes client-facing leadership, cross-functional collaboration, and ownership of QA initiatives, including audits and performance reviews. Join a recognized, diverse BPO leader in South Africa.

Qualifications

• 2 years' experience in a management role within a Quality Assurance, Data or Insight department.
• Expert level ability in storytelling through data.
• Strong understanding of Quality Assurance processes and ways of working.
• Evidence of consistently achieving quantitative and qualitative performance measures.
• Demonstrated knowledge of quality assessment processes.
• Strong understanding of contact center KPIs and reporting.

Responsibilities

• Provide actionable recommendations, based on data, that drive measurable performance improvements.
• Represent the quality department during client performance reviews, including Weekly and Monthly Business Review meetings.
• Review themes from Quality Assurance data across our estate to establish root cause and share best practices.
• Identify opportunities for the Quality Insight department to add value to the operation.
• Collaborate with Learning and Development to maintain a feedback loop between Quality and Training.
• Lead the rollout of new technologies to ensure end users have visibility and knowledge to use them effectively.
• Regularly review QA scorecards to gain more insight from BAU monitoring.
• Work with MI & data teams to ensure stakeholders have access to reports and analytics.
• Keep up to date with industry best practice and own professional development.
• Represent the Quality department at audits and prepare slide packs and updates.
• Own quality-related action plans with Operations and/or Client, with regular updates.

Skills

Data storytelling

Quality assurance

Stakeholder management

Leadership

KPIs & reporting

Job description

Lead. Inspire. Deliver Results. This is an exciting opportunity for a Quality Assurance professional who is passionate about transforming quality data into meaningful business insights. As a trusted Business Partner, you will work closely with operational and leadership teams to identify performance trends, uncover improvement opportunities, and influence key decisions through powerful data-driven storytelling.

Cape Town

Lead. Inspire. Deliver Results. This is an exciting opportunity for a Quality Assurance professional who is passionate about transforming quality data into meaningful business insights. As a trusted Business Partner, you will work closely with operational and leadership teams to identify performance trends, uncover improvement opportunities, and influence key decisions through powerful data-driven storytelling.

At Sigma, we're looking for an exceptional Quality Assurance Business Partner to build strong relationships with key stakeholders across all locations within our organization.

This is an opportunity to join an award-winning business where your leadership will directly shape operational success, colleague engagement, and client growth.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What You'll Get

• Career development and opportunities to apply for internal promotions following your probationary period.
• Monthly, Quarterly and Annual awards with marvelous prizes.
• Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
• Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
• Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.
• Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!
• Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!
• Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.
• Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!
• Transportation Benefits - Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
• Join communities and collaborate with your colleagues on our internal Social Media platform.
• The opportunity to be a part of an equal, diverse, and inclusive workplace - all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like

As our Quality Assurance Business Partner, you'll turn Quality Assurance data into meaningful insight for our clients and internal stakeholders. They combine a high level of data competence with expert level storytelling ability, to present Quality Assurance results in a way that drives meaningful change.

You'll

• Provide actionable recommendations, based on data, that will drive genuine and measurable performance improvements.
• Represent the quality department during client performance reviews, including Weekly and Monthly Business Review meetings.
• Review themes from Quality Assurance data across our estate, to establish true root cause and allow us to share best practice across sectors.
• Proactively identify opportunities for the Quality Insight department to add value to the operation.
• Work with the Learning and Development department to maintain a continuous feedback loop between Quality and Training that supports performance improvement.
• Support the Quality Insight strategy by leading on the roll out of new technologies, ensuring that end users have the correct visibility and knowledge to use them effectively.
• Regularly review Quality Assurance scorecards to identify opportunities to gain more insight from BAU monitoring.
• Work collaboratively with the MI & data teams to ensure that all stakeholders have access to the relevant reports and analytics needed for managing quality performance.
• Ensure your knowledge stays up to date by taking accountability and ownership for my own professional development and keeping up to date with industry best practice
• Represent the Quality department at internal and external audits when necessary, including the preparation of slide packs and written updates.
• Own any quality related action plans agreed with the Operations team and/or Client and ensure that regular updates are provided to the relevant parties.

Who We're Looking For

A Quality Assurance Business Partner is a confident leader who uses their knowledge, skills and experience to influence positive change. They are the main point of contact for our Senior leaders and client stakeholders, so consistently lead by example and represent the department well.

You’ll ideally bring

• 2 years' experience in a management role within a Quality Assurance, Data or Insight department.
• Expert level ability in storytelling through data.
• Strong understanding of Quality Assurance processes and ways of working.
• Evidence of consistently achieving quantitative and qualitative performance measures.
• Demonstrated knowledge of quality assessment processes.
• Strong understanding of contact center KPIs and reporting.

Why This Role?

This isn't just another operational leadership position.

It's an opportunity to lead a critical client partnership, shape strategy, influence business decisions, develop future leaders, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive growth and build something exceptional, we'd love to hear from you.