Quality Manager

Concentrix; Cape Town; On-site; ZAR 520,000 - 820,000; Full time

Job summary

Concentrix in Cape Town seeks a Quality Manager to lead, develop and manage the quality process and framework alongside operations to deliver a consistent quality model and KPI-driven results. You will drive improvement via team coaching, insights, and close collaboration with the Operational Team, ensuring day-to-day quality requirements are executed on time and to a high standard.

You’ll monitor trends, identify opportunities, and present findings to management to continually raise customer

Qualifications

• Matric is required.
• 2+ years’ experience as a Quality Manager or Supervisor leading a Quality Team across multiple work streams and locations.
• In-depth knowledge of customer experience methodologies, including the Net Promoter System (NPS).
• Experience with Quality frameworks and processes in regulated environments (e.g., 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 (conditional formatting, formulas, pivot tables, reporting).
• Experience producing reports and presenting findings at management level.

Responsibilities

• 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.

Skills

Interpersonal skills

People management

NPS knowledge

Analytical skills

Excel expertise

Reporting / presenting

Decision making

Education

Matric

Job description

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.

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.