Quality Manager

What you’ll be doing

• Lead, develop, and manage a Quality Team in line with campaign requirements.
• Manage the implementation and continuous improvement of Quality Frameworks and structures across all customer contact work streams.
• Create and deploy an effective quality strategy that delivers an industry-leading customer experience.
• Drive and support the delivery of Quality improvement plans.
• Monitor reporting trends and identify opportunities for performance improvement, engaging relevant stakeholders to share insights.
• Allocate appropriate time and skilled resources to conduct deep-dive investigations and provide actionable insights into specific performance areas.
• Mitigate business and customer risk by identifying and eliminating issues related to people, processes, and technology.
• Manage day-to-day partner expectations and requests, ensuring stakeholder requirements are identified, delivered, and met within agreed timeframes.

What you’ll need

Minimum Requirements

• Matric.
• Strong interpersonal skills with the ability to engage stakeholders at all levels across the business and with clients.
• Minimum of 2 years’ experience as a Quality Manager or Supervisor, leading and inspiring a Quality Team, with relevant people management experience across multiple work streams and locations.
• In-depth knowledge of customer experience methodologies, including the Net Promoter System (NPS).
• Experience working with Quality frameworks and processes within a regulated environment, such as OFCOM, FCA, ISO, or EU regulations.
• Strong background in applied coaching methodologies for both deductive and inductive purposes.
• Strong analytical skills with exceptional attention to detail.
• Advanced Microsoft Excel skills, including conditional formatting, formulas, pivot tables, and reporting.
• Comfortable producing reports and presenting findings at management level.
• Ability to multitask, work independently, and make sound decisions where appropriate.
• Excellent planning, organisational, and time management skills.

Additional Information

Please note that the appointment will be made in line with the company’s Employment Equity (EE) Plan.