Quality Manager

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

Job summary

Concentrix is seeking a Quality Manager to lead and develop the quality framework across our Cape Town operations, ensuring delivery on KPIs and high standards.

You will coach a quality team, implement continuous improvement, monitor trends, and provide actionable insights to stakeholders while collaborating with operations.

The role requires 2+ years in quality management, strong Excel skills, and knowledge of NPS and regulatory quality frameworks.

Qualifications

• Matric is required.
• Experience as Quality Manager or Supervisor for 2+ years across multiple streams.
• Knowledge of customer experience methodologies including NPS.

Responsibilities

• Lead, develop, and manage a Quality Team in line with campaign requirements.
• Manage the implementation and continuous improvement of Quality Frameworks across all customer contact work streams.
• Create and deploy an effective quality strategy that delivers an industry-leading customer experience.
• Drive and support the delivery of Quality improvement plans.
• Monitor reporting trends and identify opportunities for performance improvement, engaging stakeholders to share insights.
• Allocate resources to conduct deep-dive investigations and provide actionable insights into performance areas.
• Mitigate risk by addressing issues related to people, processes, and technology.
• Manage day-to-day partner expectations and deadlines, ensuring requirements are met.

Skills

Stakeholder engagement

Coaching

Analytical skills

Excel

Reporting

Multitasking

Time management

Decision making

Education

Matric

Tools

Quality frameworks

NPS knowledge

Job description

Job Title: Quality Manager

Job Description Concentrix is looking for an individual to join our Cape Town team as a Quality Manager where you’ll lead, develop and manage the quality process and framework alongside operations to deliver a consistent quality model. You'll need to drive improvement in quality performance via team coaching, insight outputs and working with the Operational Team to ensure delivery on KPIs. Working closely with operational leadership, you’ll also be required to take responsibility for ensuring that day-to-day quality expectations and requirements are executed on time and to a high standard.

What you'll be doing

• Lead, develop, and manage a Quality Team in line with campaign requirements.
• Manage the implementation and continuous improvement of Quality Frameworks and structures across all customer contact work streams.
• Create and deploy an effective quality strategy that delivers an industry-leading customer experience.
• Drive and support the delivery of Quality improvement plans.
• Monitor reporting trends and identify opportunities for performance improvement, engaging relevant stakeholders to share insights.
• Allocate appropriate time and skilled resources to conduct deep-dive investigations and provide actionable insights into specific performance areas.
• Mitigate business and customer risk by identifying and eliminating issues related to people, processes, and technology.
• Manage day-to-day partner expectations and requests, ensuring stakeholder requirements are identified, delivered, and met within agreed timeframes.

What you'll need

• Matric.
• Strong interpersonal skills with the ability to engage stakeholders at all levels across the business and with clients.
• Minimum of 2 years' experience as a Quality Manager or Supervisor, leading and inspiring a Quality Team, with relevant people management experience across multiple work streams and locations.
• In-depth knowledge of customer experience methodologies, including the Net Promoter System (NPS).
• Experience working with Quality frameworks and processes within a regulated environment, such as OFCOM, FCA, ISO, or EU regulations.
• Strong background in applied coaching methodologies for both deductive and inductive purposes.
• Strong analytical skills with exceptional attention to detail.
• Advanced Microsoft Excel skills, including conditional formatting, formulas, pivot tables, and reporting.
• Comfortable producing reports and presenting findings at management level.
• Ability to multitask, work independently, and make sound decisions where appropriate.
• Excellent planning, organisational, and time management skills.

Location

Location: ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements & Time Type

Language Requirements: Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.