Quality Manager

Concentrix Corporation; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Concentrix Corporation in Cape Town seeks a seasoned Quality Manager to lead and evolve quality assurance across a complex multi-LOB ecosystem, including Retail, Telecom, and Mobile Services campaigns. You will drive governance, performance improvement, and customer experience.

You will partner with Operations, Training, and Workforce Management, translate KPI trends into action, and nurture a high-performing QA team.

Qualifications

• Proven experience in Quality management within a multi-LOB/BPO setting.
• Strong stakeholder management and leadership skills.
• Ability to translate data into actionable improvements.
• Experience with root-cause analysis and continuous improvement.
• Excellent communication and coaching abilities.

Responsibilities

• Own and oversee quality frameworks across multiple LOBs.
• Maintain robust governance aligned with client expectations.
• Build relationships with client and internal stakeholders.
• Act as trusted advisor to influence quality and performance.
• Track KPIs and translate data into insights.
• Identify systemic gaps and implement corrective actions.
• Lead initiatives to improve customer experience and operations.
• Coach and develop the Quality team.
• Prepare quality representations for new LOBs and changes.

Skills

Quality management

Stakeholder mgmt

Data analysis

Leadership

Job description

Lead Quality. Drive Excellence. Shape Customer Outcomes. Are you a strategic Quality leader with a passion for operational excellence, performance improvement, and customer experience? We are looking for an experienced Quality Manager to lead and evolve our quality assurance strategy across a complex, multi-line-of-business environment. This opportunity supports a Retail & Mobile Services campaign, encompassing multiple and split Lines of Business. Experience within Retail, Telecommunications, Mobile Services, or similar customer-centric environments will be highly advantageous, particularly where quality assurance plays a key role in driving customer satisfaction, compliance, and commercial performance.## What you will be doing:## * Own and oversee quality frameworks across multiple LOBs, ensuring a consistent approach while accommodating individual workstream and client requirements.* Maintain strong quality governance, ensuring processes are robust, consistent, and aligned with contractual and client expectations.* Build strong relationships across multiple client and internal stakeholders, ensuring alignment between Quality, Operations, Training, Workforce Management, and supporting functions.* Act as a trusted advisor to stakeholders, influencing quality and performance outcomes.* Track quality KPIs and trends across LOBs, translating data into clear insights and targeted actions to improve performance.* Identify opportunities for improvement through data analysis and reporting* Identify systemic gaps and implement corrective and preventative actions that deliver sustainable improvements.* Identify and lead initiatives that improve performance, quality outcomes, consistency, customer experience, and operational effectiveness across the account.* Foster a culture of innovation and continuous improvement.* Lead, coach, and develop the Quality team, ensuring consistency in evaluation, calibration, coaching, reporting, and overall quality standards.* Build a high-performing team focused on accountability and excellence.* Maintain oversight across split LOBs and workstreams, ensuring quality priorities, standards, and ways of working remain aligned despite differing operational requirements.* Share best practices and drive consistency across the operation.* Ensure Quality is effectively represented and prepared for new LOBs, process changes, system migrations, launches, and evolving client requirements.* Support business transformation initiatives while maintaining quality excellence. ## What you will need:* Proven Quality Management experience within a complex, multi-LOB environment, preferably within a BPO, Retail, Telecommunications, Mobile Services, or similarly fast-paced operational environment.* Strong stakeholder management capability, with experience navigating multiple client and internal stakeholders with differing priorities and requirements.* Demonstrated ability to lead quality strategy and governance across multiple workstreams.* Strong analytical capability, with the ability to translate quality data and trends into meaningful operational actions.* Experience driving root cause analysis, continuous improvement initiatives, and sustainable performance improvements.* Strong communication, influencing, coaching, and leadership skills.* Able to operate strategically while maintaining sufficient operational oversight across multiple and split LOBs.* Comfortable working in an evolving environment where priorities, processes, and stakeholder requirements may differ across workstreams. ## Ready to Make an Impact? If you're a passionate Quality leader who thrives in complex environments and is driven by delivering exceptional customer and business outcomes, we'd love to hear from you. Apply today and help us set the standard for quality excellence across our Retail & Mobile Services operation!