Quality Assurance Lead — BFSI Excellence

Teleperformance; Cape Town; On-site; ZAR 700,000 - 950,000; Full time

Job summary

Teleperformance is seeking a Quality Manager to lead a team of Quality Analysts and align client requirements with Teleperformance standards. The role focuses on governance, continuous improvement, and risk management across quality programs.

You will collaborate with Operations and global teams to deliver high-quality service, ensure reporting accuracy, and foster a data-driven culture for performance enhancement.

Qualifications

• Matric / Equivalent required.
• Proven experience in creating, implementing and maintaining Customer Service Quality Management Programs with qualitative results.
• Lean Six Sigma Yellow Belt advantageous.

Responsibilities

• Manage quality and auditing processes and reporting, leading a team of quality specialists.
• Evaluate data to identify issues and drive performance improvements for internal and external Customers.
• Lead weekly calibration sessions to ensure consistency among quality specialists.
• Compile and distribute quality reporting in a standard global format.
• Drive requirements for technical quality and auditing solutions, including tools and automated reporting.
• Document and publish quality processes; maintain associate-facing material.
• Provide insights into performance drivers and levers affecting performance.
• Collaborate with Operations on coaching and improvement opportunities.
• Prepare reports and analyses with forecasts, risks, and opportunities.
• Learn and apply new tools to expand scope beyond customer experience and improve product quality.
• Drive quality improvement initiatives end-to-end and develop coaching/training processes.
• Liaise with Teleperformance global teams to implement best practices.

Skills

Lean Six Sigma Yellow Belt

Education

Matric / Equivalent

Job description

Teleperformance is seeking a Quality Manager to lead a team of Quality Analysts and align client requirements with Teleperformance standards. The role focuses on governance, continuous improvement, and risk management across quality programs.

You will collaborate with Operations and global teams to deliver high-quality service, ensure reporting accuracy, and foster a data-driven culture for performance enhancement.