Quality and Call Compliance Manager

The Role

As a Junior Manager in Quality and Call Compliance, you'll be the engine behind operational excellence and quality delivery. You'll play a critical role in empowering our Quality and Call Compliance Manager professionals and supervisors by ensuring accuracy, elevating coaching practices, and translating insights into action. This role is perfect for a purpose-driven leader who thrives in fast-paced environments, loves solving problems with data, and can coach teams to consistently deliver high performance. This is more than just a quality check role, it's a springboard into strategic leadership. You'll help shape the future of the Collaborative Insights function while making a measurable difference in operational performance and customer impact.

Main Responsibilities and Key Deliverables

• Operational Pulse & Execution:
  Start each day with precision, finalizing and sharing daily performance stats before operations start. Ensure assessments, Quality Assurance tickets, and queue maintenance are processed timeously each morning. Lead daily stand-ups, floor walks, and check-ins to energise the team and align on priorities.
• Quality Intelligence:
  Conduct spot checks on assessments to uphold scoring accuracy, compliance, and feedback consistency. Spot and act on patterns, escalating recurring issues or opportunities for coaching and process refinement. Champion clarity by ensuring every Collaborative Insights professional understands expectations, scorecards, and required improvements.
• Coaching & Talent Development:
  Deliver dynamic, data-informed coaching sessions to uplift individual and team performance. Facilitate buddy systems and interdepartmental training to close knowledge gaps. Track coaching impact through documentation, feedback loops, and learning reinforcement.
• Strategic Stakeholder Alignment:
  Collaborate daily with your Senior Manager to align on trends, risks, and strategic priorities. Host and contribute to tactical sessions with internal and cross-functional teams to keep quality at the forefront. Act as a Collaborative Insights ambassador, driving a culture of excellence, accountability, and continuous improvement across the business.
• Insight-Driven Reporting & Analytics:
  Maintain real-time visibility with hourly performance stats and rapid issue escalation. Submit comprehensive end-of-day summaries to keep leadership and teams informed. Analyse dispute trends, Quality Assurance tickets, and feedback data to influence decision-making and process updates.
• Queue & Workflow Management:
  Keep the engine running, manage assessment queues and Quality Assurance tickets with efficiency and ownership. Wrap up each day with intention: clear admin, action plans, and readiness for tomorrow.
• Collaboration:
  Collaborate effectively with various internal stakeholders to drive continuous improvement across various business functions

Key Deliverables

• Real-time and end-of-day performance dashboards
• Quality Assurance spot-check outcomes and audit trails
• Coaching records and feedback analysis
• Dispute logs and quality escalation reports
• Collaborative Insight team touchpoints (floor walk notes, check-in highlights)

Personal Attributes and Skills

• Meticulous attention to detail and process optimisation
• Confident communicator and engaging facilitator
• Natural coach and mentor, able to uplift others with clarity and empathy
• Analytical thinker who leverages data to improve performance
• Expert at juggling multiple priorities and staying calm under pressure
• Proficient in Quality Assurance tools such as Excel, and operational dashboards

Qualification & Experience

• Completed Degree
• 2–3 years of experience in quality assurance, coaching, or operations
• A proven track record of performance management and feedback delivery
• Regulatory awareness (FAIS, POPIA, TCF) is a strong plus
• Ability to work in a fast-paced environment, meet set targets and availability for early-morning stats prep and after-hours wrap-ups during high-volume periods