Quality Strategy Lead for Multi-LOB Operations

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

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Job description

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.