Quality Manager

Sigma Connected Group; Wes-Kaap; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Medical Insurance

EAP & Mental Health Support

Sigma Forest tree after probation

Shuttle services

On-site nurse

Job summary

Sigma is seeking a Quality Manager in Cape Town (Office Based) to lead the Quality Assurance function across client portfolios. You will drive performance standards, partner with stakeholders, and guide continuous improvement to ensure exceptional service delivery and operational excellence.

You will manage QA teams, implement audits, and produce quality insights to inform strategic decisions. This role demands a strong analytical mindset, leadership capability, and a focus on coaching talent to

Qualifications

• Experience leading and developing Quality Assurance teams in a BPO environment.
• Ability to drive performance improvements and defect remediation through audits and coaching.
• Strong data-driven decision making with trend analysis and reporting.
• Excellent stakeholder management and cross-location collaboration.

Responsibilities

• Lead and manage Quality Assurance Team Managers to prioritise workloads and achieve service levels.
• Ensure consistency and accuracy of quality assessments through audits, coaching observations, and calibration activities.
• Identify performance trends, quality gaps and opportunities for continuous improvement.
• Investigate and resolve quality-related disputes raised by operational stakeholders.
• Produce and analyse quality performance reports to support informed decisions.
• Conduct quality inspections, audits, and reviews to ensure adherence to client and business requirements.
• Build relationships with internal and external stakeholders across multiple locations.
• Support Learning & Development and Clients with detailed quality insights and recommendations.
• Drive coaching and development initiatives for Quality team members.

Skills

Quality Assurance Management

Stakeholder management

Data analysis

Coaching & development

Leadership

Education

Quality Management qualification

Matric (Grade 12)

Tools

Microsoft Office

Excel

PowerPoint

Word

Job description

What being part of the Sigma Family means for you

Quality Manager

Diep River, Cape Town – Office Based

Lead. Improve. Drive Quality Excellence.

This is an exciting opportunity for a Quality Manager who will be responsible for leading and developing the Quality Assurance function, ensuring exceptional service delivery, operational excellence, and continuous improvement across Sigma and its client portfolios.

At Sigma, we're looking for an exceptional Quality Manager to oversee our Quality Assurance teams, drive performance standards, identify improvement opportunities, and build strong partnerships with stakeholders to ensure consistently outstanding customer experiences. This is an opportunity to join an award-winning business where your expertise will directly contribute to service excellence, compliance, operational performance, and the ongoing development of our people.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious individuals can thrive, grow, and make a real impact.

What You'll Get:

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.

Fuel Up & Connect - Our Food Trucks are here with healthy bites, and comfort treats to keep you energized and smiling all day!

Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

Your Health Matters - We have a nurse on-site to assist with any female health-related queries, providing support when you need it most.

Your Vision, Our Mission, All Done Where You Work - We're bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

Transportation Benefits – Accommodate making your travelling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

As our Quality Manager, you will be responsible for leading the day-to-day operations of the Quality Assurance function, ensuring service excellence, consistency, and compliance across all client accounts.

You’ll:

• Lead and manage Quality Assurance Team Managers, ensuring workloads are effectively prioritised and service levels are achieved.
• Ensure consistency and accuracy of quality assessments through audits, coaching observations, and calibration activities.
• Identify performance trends, quality gaps, and opportunities for continuous improvement.
• Investigate and resolve quality-related disputes raised by operational stakeholders.
• Produce and analyse quality performance reports to support informed business decisions.
• Conduct quality inspections, audits, and reviews to ensure adherence to client and business requirements.
• Build strong relationships with internal and external stakeholders across multiple locations.
• Support Learning & Development, Operational Leaders, and Clients through detailed quality insights and recommendations.
• Assist with maintaining quality documentation, policies, operating procedures, and work instructions.
• Drive coaching and development initiatives for Quality team members.
• Monitor industry developments and best practices to continually enhance Sigma's quality framework.
• Champion a culture of continuous improvement and operational excellence.

What amazing People will bring to the role

Who We're Looking For:

A Quality Manager who is analytical, people-focused, and passionate about delivering excellence. You have a strong background in quality assurance within a BPO environment and are capable of leading teams, influencing stakeholders, and driving measurable performance improvements.

You thrive in fast-paced environments, use data to make informed decisions, and have a proven ability to coach and develop high-performing teams. You are naturally solutions-focused and committed to maintaining the highest standards of quality and compliance.

You’ll Ideally Bring:

• 1 - 2 years' Quality Assurance Management experience within a BPO environment.
• Previous people management and team leadership experience.
• Strong capability in trend analysis, reporting, and data interpretation.
• Demonstrated success in achieving both quantitative and qualitative performance measures.
• Excellent stakeholder management and relationship-building skills.
• Quality Management qualification (advantageous).
• Matric (Grade 12) or equivalent qualification.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, and Word.
• Excellent coaching and development skills.
• Strong organisational and problem-solving abilities.li>High attention to detail and accuracy.
• Resilience and the ability to perform under pressure.
• Strong command of the English language, both written and verbal.

Why This Role?

This isn't just another quality management position.

It's an opportunity to influence service quality, develop talented teams, and drive continuous improvement across the business. Your contribution will directly impact on customer experience, operational performance, and the overall success of Sigma and its clients.

If you're passionate about quality, leadership, and creating meaningful business impact through continuous improvement, we'd love to hear from you.

Join the Sigma Family.