Senior Training & Quality Leader - Financial Services

Convergys; Cape Town; On-site; ZAR 700,000 - 980,000; Full time

Job summary

Concentrix is seeking an experienced Training and Quality Manager to lead the strategy for financial services client operations in Cape Town. You will ensure advisors are equipped to handle interactions with accuracy and empathy, embed quality standards, and drive regulatory compliance across all channels.

You will partner with operations and client teams to close capability gaps, design scalable programs, monitor performance, and deliver coaching insights that improve customer experience and

Qualifications

• Proven experience in Training Manager or Quality Manager roles.
• Experience in financial services or regulated environments.
• Strong knowledge of quality frameworks and learning design.
• Ability to translate data into actionable improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Design, implement, and improve training programs for new hires and ongoing learning.
• Lead quality assurance across calls, chats, emails, and back-office activities.
• Monitor performance against client standards and internal KPIs.
• Drive calibration sessions to ensure consistent scoring.
• Partner with operations to identify capability gaps and develop plans.
• Maintain audit-ready documentation and robust quality controls.
• Present insights and recommendations to stakeholders.

Skills

Quality frameworks

Learning design

Performance coaching

Data interpretation

Stakeholder management

Regulatory compliance

Job description

Concentrix is seeking an experienced Training and Quality Manager to lead the strategy for financial services client operations in Cape Town. You will ensure advisors are equipped to handle interactions with accuracy and empathy, embed quality standards, and drive regulatory compliance across all channels.

You will partner with operations and client teams to close capability gaps, design scalable programs, monitor performance, and deliver coaching insights that improve customer experience and