Junior Quality Manager - South Africa
Core
Lead a team of quality assessors to provide reports, feedback, analysis, and insights to stakeholders, ensuring service-delivery standards and compliance.
Role type
Junior Quality Manager (Contact Centre)
Builds
Quality reports, compliance trackers, scorecards, and continuous improvement initiatives for clients.
Domain
Business Process Outsourcing (BPO) / Insurance / Financial Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team management, audit compliance, root cause analysis, SLA monitoring, process documentation, stakeholder engagement, data interpretation, MS Office
Preferred skills
Lean Six Sigma certification (Yellow/Green Belt), Insurance industry experience
Technologies
Quality frameworks, ISO standards, Compliance trackers, Scorecards
Responsibilities
Drive audit compliance and remediation plans, deliver sampling and stratification strategies, manage team performance against Quality metrics, facilitate continuous improvement initiatives, resolve customer complaints, ensure process documentation per ISO standards, create and amend scorecards, manage new employee onboarding.
Seniority
Junior, hands-on IC with people management responsibilities
