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Quality Excellence Leader

1 week ago

Cape Town, Western Cape, South Africa Surgo HR & Training Full time

Company Overview

Surgo HR & Training is a global analytics and digital solutions company that partners with clients to drive business outcomes and growth. Our team brings together domain expertise, robust data, powerful analytics, cloud, and AI to create agile, scalable solutions for leading corporations.

Main Duties

  • Develop strategic process improvement initiatives aligned with key client priorities
  • Support value capture strategies for driving business results
  • Built a strong QE team to strategize and execute process improvements
  • Foster employee engagement and development programs in line with functional plans
  • Build relationships with stakeholders to drive improvement and innovation programs
  • Document best practices for common business situations and problems
  • Develop QE capabilities for business development and solutioning
  • Design diagnostic toolkits for business areas with the innovation team
  • Promote people engagement and retention initiatives
  • Develop project lean six sigma mentors within operations
  • Establish a cost-effective quality model meeting onshore/offshore requirements
  • Execute QA models to meet internal and external QA standards (including compliance)
  • Maintain staff engagement and development programs per functional requirements
  • Ensure independence in quality performance reporting across clients/business processes
  • Transition to a Digital/Smart QA model with minimal human intervention
  • Enhance QE effectiveness in evolving Platform-Services business models
  • Manage external auditor relationships and audits

Requirements

  • Proficient in MS Office tools: Excel, PowerPoint, Word, Outlook
  • Familiarity with call recording systems preferred (e.g., NICE)
  • Knowledge of Minitab software
  • Proficiency in flowcharting/process mapping with MS-VISIO
  • Domain knowledge in Insurance, Healthcare, Platforms-Services, Utilities preferred
  • Awareness of quality systems (ISO, COPC)
  • Working knowledge of Transaction Monitoring (QA/QC)
  • Operational planning skills for effective QC operations
  • Strong consulting mindset
  • Strategic focus and business acumen
  • Global mindset and analytical approach
  • Ability to coach and provide feedback
  • Interviewing and communication skills
  • Project management skills for leadership