Training and Quality Manager

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

Job Title: Training and Quality Manager

Training and Quality Manager – Financial Services

At Concentrix, we’re looking for an experienced and driven Training and Quality Manager to support a financial services client in delivering exceptional customer experiences, operational excellence, and regulatory compliance.

In this role, you will lead the training and quality assurance strategy for customer support operations, ensuring advisors are fully equipped to handle customer interactions with accuracy, professionalism, and empathy.

You will play a critical role in improving performance, embedding quality standards, and driving continuous improvement in a highly regulated environment.

Key Responsibilities

• Design, implement, and continuously improve new hire and ongoing training programs
• Ensure all learning content reflects financial services processes, policies, and compliance requirements
• Partner with operations leaders to identify capability gaps and build targeted development plans
• Lead the quality assurance framework across customer interactions, including calls, chats, emails, and back-office activity
• Monitor performance against internal standards and client expectations
• Drive calibration sessions to ensure consistent scoring and evaluation across teams
• Analyse quality trends, training effectiveness, and performance data to identify opportunities for improvement
• Deliver coaching insights and action plans that improve customer experience, compliance, and operational KPIs
• Support frontline leaders with structured coaching and performance interventions
• Act as a key point of contact for training and quality matters with internal stakeholders and the financial services client
• Present insights, recommendations, and performance updates in a clear and data-driven way
• Build strong relationships across operations, compliance, and client teams
• Ensure all training and quality activities align with regulatory, risk, and compliance standards relevant to financial services
• Maintain audit-ready documentation and robust quality controls

What We’re Looking For

• Proven experience in a Training Manager, Quality Manager, or Training & Quality leadership role
• Experience working within financial services, banking, insurance, collections, or another regulated environment
• Strong knowledge of quality frameworks, learning design, and performance coaching
• Ability to interpret data and turn insights into practical improvement actions
• Excellent communication, presentation, and stakeholder management skills
• Strong understanding of compliance, risk, and customer experience expectations in financial services
• Experience leading teams and influencing cross-functional stakeholders
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment
• A proactive, solutions-focused mindset with a passion for continuous improvement

Location: ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town Language Requirements: Time Type: Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s designing game-changing brand experiences, building and scaling secure AI technologies, and building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.