Quality Manager

Concentrix; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Concentrix seeks a seasoned Quality leader to own frameworks across multiple LOBs and ensure governance aligned with client expectations. The role requires strong stakeholder management, strategic thinking, and a track record in continuous improvement and data-driven decision making.

You will oversee KPIs, coach the Quality team, and drive sustainable performance improvements while enabling smooth transitions during new LOB launches and system changes.

Qualifications

• Experience leading quality strategy and governance across multiple workstreams.
• Ability to translate quality data into actionable operational plans.
• Experience driving sustainable performance improvements.

Responsibilities

• Own and oversee quality frameworks across multiple LOBs to ensure consistency with client requirements.
• Maintain strong governance and ensure processes align with contractual expectations.
• Build relationships across client and internal stakeholders to drive alignment.
• Act as trusted advisor to influence quality and performance outcomes.
• Track KPIs, analyze trends, and translate data into targeted actions.
• Identify gaps and lead corrective and preventive actions.
• Lead initiatives to improve performance and customer experience across the account.
• Foster a culture of innovation and continuous improvement.
• Develop the Quality team and maintain high standards of evaluation and coaching.
• Prepare Quality representation for new LOBs, migrations, and launches.

Skills

Quality governance

Stakeholder management

Analytical thinking

Root cause analysis

Continuous improvement

Leadership

Communication

Strategic thinking

Oversight across LOBs

Tools

-

Job description

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 reportingIdentify 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!Concentrix is an equal opportunity employer.Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.