Quality Insights Partner | Data-Driven Leader

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

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.