Quality Manager

As a Quality Manager you will be responsible for supporting your operational colleagues to identify opportunities to improve, provide trend analysis, and fundamentally develop our customer experience strategy, to ensure we are equipped to offer a world class customer experience.

Job title:

Quality Manager

Job Description:

Quality Manager

Key Purpose of the Role

The Quality Manager is responsible for leading the Quality function across one or more client accounts, ensuring the delivery of a robust quality assurance programme that drives customer experience, compliance, operational excellence, and continuous improvement. The role is accountable for the leadership and development of Quality Analysts, governance of quality frameworks, delivery of actionable insight, stakeholder management, and ensuring quality objectives are achieved through data-driven improvement initiatives.

Key Performance Areas

This role will include, but is not limited to:

Quality Governance & Assurance

• Lead and oversee the quality monitoring programme across all customer interaction channels, including Voice, Webchat, Email and Digital platforms where applicable.
• Ensure Quality Monitoring Frameworks (QMFs) remain aligned to client requirements, regulatory obligations, contractual expectations and customer experience outcomes.
• Maintain governance processes to ensure scoring accuracy, consistency and audit integrity.
• Conduct regular reviews of quality processes and recommend enhancements to improve effectiveness.
• Ensure adherence to quality standards, policies and procedures across the account(s).
• Manage and oversee quality calibration activities to ensure consistency across Operational, Quality and Client stakeholders.
• Act as the escalation point for quality-related queries, disputes and audit challenges.

People Leadership & Team Management

• Manage, motivate and develop a team of Quality Analysts to achieve business objectives and contractual requirements.
• Conduct regular performance reviews, coaching sessions and development planning for Quality Analysts.
• Drive a high-performance culture through effective leadership, engagement and recognition.
• Ensure Quality Analysts maintain required standards of audit accuracy, productivity and service delivery.
• Undertake regular observations and quality reviews of Quality Analysts to ensure consistency and effectiveness.
• Support succession planning and talent development within the Quality function.
• Manage resource allocation and capacity planning to ensure contractual audit requirements are met.

Stakeholder & Client Management

• Build and maintain effective relationships with client stakeholders, operational leaders and support functions.
• Act as the primary quality contact for operational and client stakeholders where required.
• Facilitate quality reviews, governance meetings and client discussions to drive performance improvement.
• Ensure all stakeholders are informed of quality performance trends, risks, opportunities and improvement initiatives.
• Collaborate with Operations, Training, Continuous Improvement and Client teams to address customer experience and performance challenges.
• Influence decision-making through the provision of clear quality insight and recommendations.

Reporting, Insight & Root Cause Analysis

• Produce, analyse and present quality performance reports to internal and external stakeholders.
• Deliver meaningful insights that identify trends, risks, opportunities and areas requiring intervention.
• Conduct detailed root cause analysis to identify drivers of quality and customer experience performance.
• Develop and monitor action plans to address performance gaps and improve outcomes.
• Support operational and client stakeholders through data-led recommendations and performance improvement strategies.
• Develop executive-level reports, presentations and business review content for client and senior leadership forums.

Continuous Improvement & Customer Experience

• Drive initiatives that improve customer experience, service quality, compliance performance and operational effectiveness.
• Identify opportunities for process improvement and efficiency gains across the customer journey.
• Partner with Operational, Training and Continuous Improvement teams to implement sustainable improvement initiatives.
• Track and evaluate the effectiveness of quality improvement actions through measurable outcomes.
• Promote a culture of continuous improvement and customer-centricity across the operation.

Risk, Compliance & Control

• Identify and manage quality, compliance and customer experience risks.
• Ensure quality processes support contractual, regulatory and client requirements.
• Escalate emerging risks and performance concerns with appropriate mitigation plans.
• Maintain audit trails and documentation to support governance and compliance requirements.
• Support internal and external audits where required.

Through Successful Delivery of the Above Responsibilities, You Will:

• Drive improvements in customer experience, compliance and operational performance.
• Ensure quality programmes deliver measurable business value and client satisfaction.
• Influence performance improvement through data-driven insight and recommendations.
• Develop a high-performing team of Quality Analysts.
• Support the achievement of contractual and commercial objectives.

Capita Values

Implement and practice the Capita Values through practical application of the behaviours required as a Values Champion and actively pursue our promise of delivering a great experience while enabling others to succeed:

• Customer First – Always
• Fearless Innovation
• Achieve Together
• Everyone is Valued

Professional Know-How:

Minimum Qualification

• Matric / Grade 12 (Completed)
• Relevant Quality, Customer Experience, Operational Leadership or Business qualification – Advantageous

External Minimum Experience

• Minimum 2 years' experience in a Quality Manager, Quality Lead or equivalent quality leadership role – Essential.
• BPO / Contact Centre leadership experience – Essential.
• Experience managing teams of Quality Analysts – Essential.
• Proven experience in quality governance, reporting and performance improvement – Essential.
• Customer service industry experience – Essential.
• Utilities, Telecommunications or Financial Services experience – Advantageous.
• Experience managing multiple accounts – Advantageous.
• Experience managing teams across multiple geographies – Advantageous.

Key Competencies

Skills and Abilities

• Leadership and People Management
• Stakeholder Management and Influencing Skills
• Strong Analytical and Problem-Solving Ability
• Root Cause Analysis
• Strategic Thinking
• Coaching and Development of Teams
• Effective Communication and Presentation Skills
• Client Relationship Management
• Planning and Organising
• Decision Making
• Continuous Improvement Mindset
• Customer Experience Management
• Commercial Awareness
• Ability to Work Autonomously
• Ability to Use Initiative
• Creating and Innovating
• Achieving Personal and Team Objectives
• Coping with Pressure and Setbacks
• Advanced Microsoft Excel Skills
• Advanced Microsoft Office Skills, including PowerPoint and Word

Key Relationships

Report Line

Senior Quality Manager

Internal Stakeholders

• Operations Managers
• Team Managers
• Training and Learning Teams
• Continuous Improvement Teams
• Workforce Management
• Business Intelligence / Reporting Teams
• Senior Leadership Teams

External Stakeholders

• Client Representatives
• Client Quality Teams
• Client Operational Leads

Management / Supervisory Responsibility

This position has direct responsibility for the management, performance, development and engagement of Quality Analysts and is accountable for ensuring the successful delivery of quality assurance obligations across assigned account(s).

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Closing date: Midnight 21 July 2026

Please Note: No late applications will be accepted.

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent