Cape Town City Centre: Quality Manager

This role is suited to a service excellence professional that has built their career around improving quality, driving process efficiency, and leading teams in high-volume environments, this role is worth a closer look. In addition, this role would suit someone who is comfortable working in structured, performance-driven environments and has a strong focus on both people leadership and process excellence. Key responsibilities include: Leading and managing quality assurance teams, including oversight of both local and offshore review functions Monitoring audit outputs to ensure consistent quality, accuracy, and production standards Developing and implementing quality frameworks for transactional processes Conducting audits, reviews, and sampling to ensure compliance and performance standards are met Tracking key metrics such as accuracy, turnaround time, and adherence to guidelines Analysing root causes of errors and driving corrective and preventative actions Partnering with cross-functional teams to streamline workflows and improve efficiency Supporting the adoption of automation and digital tools to enhance quality outcomes Designing and delivering training initiatives to improve awareness of quality standards Coaching and mentoring team members on best practices and continuous improvement Engaging with stakeholders to align quality objectives with broader business goals Preparing and presenting reports, dashboards, and insights to senior leadership Acting as a link between operations and compliance or regulatory functions Ensuring adherence to internal policies, regulatory requirements, and data standards Identifying risks within processes and implementing mitigation strategies Key requirements: A relevant degree in business, finance, operations, or a related field (postgraduate advantageous) At least 3-to-4 years experience in quality management within a transactional or back-office environment, ideally in a BPO setting Proven experience leading process improvement or transformation initiatives with measurable impact Exposure to Lean or Six Sigma methodologies, with certification (Black Belt) being advantageous Experience mentoring improvement projects or initiatives Strong analytical thinking and the ability to work through ambiguity Confidence presenting to senior stakeholders and communicating insights clearly Exposure to multiple client environments and operational setups Industry exposure within insurance or similar regulated environments would be beneficial