Senior Manager Quality Excellence

Innovazi Consulting; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Innovazi Consulting in Cape Town seeks a Quality Excellence Manager to establish and oversee quality control systems, analyse processes, and lead governance, reporting, and standardisation across all processes.

You will drive business strategy through process improvements that enhance customer experience, support BD with quality insight on RFPs/RFIs, and ensure compliance with standards and external certifications.

Qualifications

• Minimum 3+ years of managerial experience in Quality Excellence within a BPO environment.
• Strong background in Six Sigma, Lean methodologies, process improvement, and project execution.
• At least 5 years of business/operations experience, including 3 years in BPO.
• Domain knowledge in insurance (UK P&C) highly advantageous.

Responsibilities

• Establish and oversee quality control systems to deliver high performance and meet KPIs.
• Analyse business processes, identify improvement opportunities, and implement corrective actions.
• Lead quality assurance across processes, ensuring governance, reporting, and standardisation.
• Contribute to business strategy by implementing process improvement programs that enhance customer experience.
• Support business development activities, including RFP/RFI responses from a quality perspective.
• Ensure compliance with internal standards and external certification requirements.
• Facilitate best practice sharing and continuous improvement initiatives.
• Manage budgets, resources, and a team of managers and assistant managers within the vertical.

Skills

Quality management

Six Sigma

Lean

Process improvement

Project execution

Analytical mindset

Stakeholder presentation

Leadership

Job description

Key Responsibilities

Establish and oversee quality control systems to deliver high performance and meet agreed KPIs. Analyse business processes, identify improvement opportunities, and implement corrective actions. Lead quality assurance across all processes, ensuring governance, reporting, and standardisation. Contribute to business strategy by implementing process improvement programs that enhance customer experience. Support business development activities, including RFP/RFI responses from a quality perspective. Ensure compliance with internal standards and external certification requirements. Facilitate best practice sharing and continuous improvement initiatives. Manage budgets, resources, and a team of managers and assistant managers within the vertical.

Candidate Requirements

Fullâtime, officeâbased role with flexibility to work UK hours. Minimum 3+ years of managerial experience in Quality Excellence within a BPO environment, with proven success and measurable results. Strong background in Six Sigma, Lean methodologies, process improvement, and project execution. At least 5 years of business/operations experience, including 3 years in BPO. Domain knowledge in insurance (UK P&C) highly advantageous. Experience working across multiple client environments. Skilled in packaging and presenting solutions to senior stakeholders. Strong analytical mindset with proven problemâsolving ability. Excellent oral and written communication skills, with confidence in presenting to senior business leaders.