Senior Manager: Quality Excellence

Location: Cape Town
Employment Type: Full-time, permanent
Working Hours: UK business hours
Work Arrangement: Fully office-based
Salary: Competitive and open to negotiation

About the Role

Our client is seeking an experienced Senior Manager: Quality Excellence to lead quality and process excellence across a UK-focused insurance voice operations environment.

The successful candidate will drive continuous improvement, quality transformation and operational excellence, while building a strong quality culture and ensuring consistent delivery against client and business requirements.

This is a hands-on leadership role requiring strong experience across quality, operations, process improvement, people and technology, with the ability to identify issues, develop solutions and drive implementation.

Key Responsibilities

• Lead the Quality Excellence function across the UK insurance operations environment.
• Manage and develop a team of Quality Managers and Assistant Managers.
• Establish and maintain effective quality management frameworks and governance structures.
• Drive process improvement, standardisation and continuous improvement initiatives.
• Analyse business processes, identify root causes and implement sustainable improvement plans.
• Monitor quality performance against agreed client KPIs and operational requirements.
• Drive quality assurance, compliance, reporting and governance across multiple client environments.
• Identify and lead quality and process improvement projects from concept through to implementation.
• Promote best-practice sharing and continuous improvement across the organisation.
• Work closely with Operations, Technology and other stakeholders to resolve issues and improve customer experience.
• Support business development activities, including RFP/RFI responses and the development of quality solutions.
• Ensure quality and compliance requirements are aligned with internal standards, client expectations and relevant certification requirements.
• Manage resources and budgets within the assigned vertical.
• Engage confidently with senior stakeholders and present quality insights, solutions and recommendations.
• Take a hands-on approach to problem-solving rather than relying solely on delegation.

Minimum Requirements

• 3+ years' experience in a Quality Excellence Manager role within a BPO environment, with demonstrated delivery of measurable business and financial results.
• 5+ years' overall business/operations experience, including at least 3 years within a BPO environment.
• Strong knowledge and practical application of Lean and Six Sigma methodologies.
• Proven experience in process improvement and project execution.
• Experience within UK insurance, particularly Property & Casualty (P&C), is highly advantageous.
• Experience working across multiple client environments.
• Strong understanding of voice operations and quality as a business function.
• Experience working across people, process and technology.
• Demonstrated ability to identify operational issues, analyse root causes and implement solutions.
• Experience presenting capabilities and solutions to senior business stakeholders.
• Strong analytical and problem-solving skills.
• Excellent verbal communication and presentation skills.
• Superior written communication skills.
• Ability to work effectively in a fast-paced, commercially focused environment.
• Willingness and ability to work UK business hours.
• Must be comfortable working fully on-site.

What We're Looking For

We are looking for a hands-on quality and process excellence leader who can combine strategic thinking with practical execution. The ideal candidate will understand the realities of high-volume BPO voice operations and be comfortable getting involved directly in solving operational and quality challenges.