Seconded Quality Team Manager

Sigma Connected Group; Cape Town; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in Cape Town is seeking a Quality Team Manager to lead a team of Quality Assurance Advisors. The role involves ensuring SLAs are met, managing performance, and collaborating with stakeholders to enhance quality frameworks. This position offers opportunities for career development and a supportive work environment.

Benefits

Career development opportunities

Monthly and annual awards

Medical Insurance

Transportation benefits

Qualifications

• 2-3 years in a quality assurance role.
• Proven experience managing teams across multiple locations.
• Strong analytical skills in performance metrics.

Responsibilities

• Lead a team of Quality Assurance Advisors to meet SLAs.
• Conduct HR meetings and manage performance issues.
• Collaborate with stakeholders to develop quality frameworks.

Skills

Leadership

Analytical skills

Communication

Job description

What being part of the Sigma Family means for you

Quality Team Manager

As a Quality Team Manager, you will be responsible for leading a team of Quality Assurance Advisors to ensure that all client and company SLAs are achieved. You will work with internal stakeholders and clients to produce accurate and actionable data on customer interaction quality and to ensure consistency in the measurement of interaction quality. You will report to the Quality Manager.

Sigma Family

At Sigma, we stand out and have been acknowledged for 2 consecutive years by the Sunday Times as one of the Best Places to Work, voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

What being a part of the Sigma Family means for you!

• Career development and opportunities for internal promotions after your probationary period
• Monthly, Quarterly, and Annual awards with wonderful prizes
• Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life is challenging
• Receive a tree in the Sigma Forest upon passing probation, allowing you to see how your tree reduces your carbon footprint
• Medical Insurance covering doctor visits, optometrist appointments, dental assistance, funeral cover, and Group Life Cover—all free for Sigma employees
• Transportation Benefits, including shuttle services to make commuting easier
• Join communities and collaborate with colleagues on our internal social media platform
• Be part of an equal, diverse, and inclusive workplace—everyone is welcome in the Sigma Family

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

• Managing the daily workload of Quality Assurance Advisors to ensure tasks are completed on time
• Handling performance issues fairly and documenting them thoroughly
• Supporting the Quality Assurance Manager with tasks such as preparing client meeting documentation, leading quality and calibration sessions, and stakeholder management
• Conducting HR meetings, including return-to-work, investigation, disciplinary, and welfare meetings
• Building strong relationships with internal and external stakeholders to ensure clear communication
• Collaborating with the Quality Assurance Manager and clients to develop quality frameworks and scorecards that reflect current expectations
• Managing change effectively and ensuring successful implementation
• Maintaining the internal quality management system for accuracy and currency
• Participating in business and client review meetings, presenting quality assurance data as needed
• Identifying risks such as compliance breaches and escalating them appropriately
• Managing internal and client escalations and providing regular updates

What amazing People will bring to the role

What Amazing people will bring to the role:

• Confident leadership skills, utilizing knowledge, experience, and personality to lead effectively
• Ensuring team members meet SLAs and providing excellent service to stakeholders
• 2-3 years of relevant experience in a quality assurance role
• Proven experience managing teams, preferably across multiple locations
• Strong analytical skills, especially in performance metrics for call centers
• Ability to establish and maintain effective management relationships
• Excellent knowledge of client processes, expectations, and systems
• Passion for developing others and implementing strategies to improve performance
• Consistent achievement of performance measures, both quantitative and qualitative
• Knowledge of quality assessment processes and principles
• Understanding of contact center staff performance reporting

Requirements:

• 2-3 years of experience in a quality or support role
• At least 1 year of supervisory or management experience
• Proven team management across multiple locations
• Strong knowledge of client processes and systems
• Demonstrated success in managing, leading, and developing teams
• Consistent achievement of performance metrics
• Knowledge of quality assessment principles and processes
• Understanding of contact center staff performance reporting

Simple and Straightforward Recruitment.

Once we receive your application via ICIMS, if you meet all the criteria outlined, we will proceed with further shortlisting and start your application process.

If you like the sound of being part of the Sigma Family, don’t wait—apply now!