Quality Strategy & Performance Lead

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

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