Quality Manager

Quality Manager page is loaded## Quality Managerlocations: ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Towntime type: Full timeposted on: Posted 2 Days Agotime left to apply: End Date: November 26, 2025 (2 days left to apply)job requisition id: R Job Title:Quality ManagerJob DescriptionThe role of the Quality Manager is to lead, develop and manage the account Quality team in line with local campaign and partner Quality requirements ensuring efficient, effective delivery of Quality framework. The role will work alongside Senior operational managers and campaign lead to design the account Quality plan in line with operational priorities. The Quality Manager will ensure that day to day expectations and Quality requirements are met with all deliverables executed on time and to a high standard in line with Quality plan. The Quality Manager will act as Quality SME responsible for embedding of & continual review of the campaign quality framework & standards. The role also requires the Quality Manager to deliver/oversee assessor quality induction training & accreditation, check the checker activity on QA, QA coaching & calibration to ensure & drive QA alignment to defined Quality standards & framework.* Lead, develop and coach a team of Quality Analysts/Quality Team Leaders in line with local campaign and partner Quality requirements ensuring efficient, effective delivery of Quality framework.* Accountable for managing team in line with performance objectives/metrics including delivery of monthly 1-2-1 and performance review.* Deliver/ oversee QA induction training & accreditation, check the checker activity on QA, QA coaching & calibration to ensure & drive QA alignment to defined Quality standards & framework.* Responsible for quality reporting/outputs using quality data to identify opportunities for improvement.* Responsible for leading/ overseeing account Quality calibration.* Act as virtual Quality SME responsible for embedding the campaign quality framework & standards including transfer of knowledge & best practice to Quality Analyst group.* Work with & support the Operation to ensure that day to day Quality expectations and requirements are met & delivered on time* Manages delivery of own workload as well as tactical and day to day tasks whilst prioritizing according to key deliverables.* Essential to have min 2 years leadership experience with 1-year experience within call Centre Quality function* Utilities experience will be advantageous* Leading & developing a team through coaching & mentoring* People management including managing absence, conduct & capability* Experience of operating within a Quality role/environment, preferably similar role* Experience of working with & embedding quality frameworks & standards* Preferably experience of design & implementation of Quality framework & standards* Able to collate informative Quality performance reporting including root cause analysis* Experience of working with & influencing internal & client stakeholders at a Senior level* Experience of working with customer metrics such as NPS, Csat* Experienced user of MS Office applications* Self-motivated and able to work both independently and as part of a team – both virtual & on siteAbility to effectively manage multiple tasks, work at pace and flex approach when required - both virtual & on siteLocation:ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape TownLanguage Requirements:Time Type:Full time**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the**# **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, or building loyalty to drive revenue. 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.#J-18808-Ljbffr