Quality Assurance Leader — Drive Service Excellence

Sigma Connected Group; Cape Town; In loco; ZAR 600.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

Career development opportunities

Awards programs

Employee Assistance Program (EAP)

Medical Insurance

Transport shuttle services

Eye care on-site

Diversity and inclusion

Descrizione del lavoro

Sigma Connected Group is seeking a Quality Manager to lead the Quality Assurance function across client portfolios from its Diep River, Cape Town office. You will drive service excellence, ensure compliance, and foster continuous improvement while developing teams and partnering with stakeholders.

The role focuses on day-to-day quality operations, audits, reporting, and coaching to elevate performance and customer experience.

Competenze

• 2+ years' Quality Assurance Management experience within a BPO environment.
• Proven ability to lead and develop QA teams.
• Strong data interpretation, trend analysis and reporting skills.
• Excellent stakeholder management and communication abilities.

Mansioni

• Lead and manage Quality Assurance Team Managers to meet service levels.
• Ensure consistency and accuracy of quality assessments through audits and coaching.
• Identify performance trends and opportunities for continuous improvement.
• Investigate disputes raised by operational stakeholders.
• Produce quality performance reports to support decisions.
• Drive coaching and development initiatives for quality teams.
• Maintain quality documentation, policies, and procedures.
• Champion continuous improvement and operational excellence.

Conoscenze

Quality Assurance

Leadership

Data Analysis

Stakeholder Management

Coaching

Quality Documentation

Continuous Improvement

Audits

Formazione

Quality Management qualification

Matric / Grade 12

Strumenti

Microsoft Office

Descrizione del lavoro

Sigma Connected Group is seeking a Quality Manager to lead the Quality Assurance function across client portfolios from its Diep River, Cape Town office. You will drive service excellence, ensure compliance, and foster continuous improvement while developing teams and partnering with stakeholders.

The role focuses on day-to-day quality operations, audits, reporting, and coaching to elevate performance and customer experience.