Operations Excellence Manager

3 days ago


Cape Town, Western Cape, South Africa AnyVan Full time
About the Role

This is an exciting opportunity to join our talented team as a Service Quality Expert. As the Head of Service Excellence and Complaints Management, you will play a critical role in driving service quality across our operations teams, boosting customer satisfaction, and supporting a culture of continuous improvement.

Your primary responsibilities will include:

  • Developing and implementing quality management strategies to meet compliance and service standards

  • Focusing on getting things right the first time (RFT) and solving issues efficiently (FCR)

  • Continuously improving processes, identifying trends, and making data-driven decisions

  • Handling escalations and complaints effectively, ensuring timely resolutions within SLAs and company policy

  • Leading training programs to enhance agent skills and confidence, keeping SOPs up-to-date, and owning knowledge management



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