Strategic Quality Leader — Multi-LOB Excellence

Concentrix Corporation; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Concentrix Corporation in Cape Town seeks a seasoned Quality Manager to lead and evolve quality assurance across a complex multi-LOB ecosystem, including Retail, Telecom, and Mobile Services campaigns. You will drive governance, performance improvement, and customer experience.

You will partner with Operations, Training, and Workforce Management, translate KPI trends into action, and nurture a high-performing QA team.

Qualifications

• Proven experience in Quality management within a multi-LOB/BPO setting.
• Strong stakeholder management and leadership skills.
• Ability to translate data into actionable improvements.
• Experience with root-cause analysis and continuous improvement.
• Excellent communication and coaching abilities.

Responsibilities

• Own and oversee quality frameworks across multiple LOBs.
• Maintain robust governance aligned with client expectations.
• Build relationships with client and internal stakeholders.
• Act as trusted advisor to influence quality and performance.
• Track KPIs and translate data into insights.
• Identify systemic gaps and implement corrective actions.
• Lead initiatives to improve customer experience and operations.
• Coach and develop the Quality team.
• Prepare quality representations for new LOBs and changes.

Skills

Quality management

Stakeholder mgmt

Data analysis

Leadership

Job description

Concentrix Corporation in Cape Town seeks a seasoned Quality Manager to lead and evolve quality assurance across a complex multi-LOB ecosystem, including Retail, Telecom, and Mobile Services campaigns. You will drive governance, performance improvement, and customer experience.

You will partner with Operations, Training, and Workforce Management, translate KPI trends into action, and nurture a high-performing QA team.