Quality Assurance Leader — Drive Excellence & Improvement

Sigma Connected Group; Wes-Kaap; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical Insurance

EAP & Mental Health Support

Sigma Forest tree after probation

Shuttle services

On-site nurse

Job summary

Sigma is seeking a Quality Manager in Cape Town (Office Based) to lead the Quality Assurance function across client portfolios. You will drive performance standards, partner with stakeholders, and guide continuous improvement to ensure exceptional service delivery and operational excellence.

You will manage QA teams, implement audits, and produce quality insights to inform strategic decisions. This role demands a strong analytical mindset, leadership capability, and a focus on coaching talent to

Qualifications

• Experience leading and developing Quality Assurance teams in a BPO environment.
• Ability to drive performance improvements and defect remediation through audits and coaching.
• Strong data-driven decision making with trend analysis and reporting.
• Excellent stakeholder management and cross-location collaboration.

Responsibilities

• Lead and manage Quality Assurance Team Managers to prioritise workloads and achieve service levels.
• Ensure consistency and accuracy of quality assessments through audits, coaching observations, and calibration activities.
• Identify performance trends, quality gaps and opportunities for continuous improvement.
• Investigate and resolve quality-related disputes raised by operational stakeholders.
• Produce and analyse quality performance reports to support informed decisions.
• Conduct quality inspections, audits, and reviews to ensure adherence to client and business requirements.
• Build relationships with internal and external stakeholders across multiple locations.
• Support Learning & Development and Clients with detailed quality insights and recommendations.
• Drive coaching and development initiatives for Quality team members.

Skills

Quality Assurance Management

Stakeholder management

Data analysis

Coaching & development

Leadership

Education

Quality Management qualification

Matric (Grade 12)

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

Sigma is seeking a Quality Manager in Cape Town (Office Based) to lead the Quality Assurance function across client portfolios. You will drive performance standards, partner with stakeholders, and guide continuous improvement to ensure exceptional service delivery and operational excellence.

You will manage QA teams, implement audits, and produce quality insights to inform strategic decisions. This role demands a strong analytical mindset, leadership capability, and a focus on coaching talent to