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

Key Performance Areas

• Review customer experience through multiple channels including Voice & Webchat
• Identifying opportunities for colleagues to ensure they are consistently delivering a best-in-class customer experience
• Delivering 1 : 1 & Team coaching / feedback sessions engaging colleagues to drive for success
• Participating and delivering calibration sessions with operational colleagues and support functions
• Deliver briefings and observations to drive your team of Quality Coaches
• Observe quality coaches and provide feedback
• Create informative newsletters highlighting clear opportunities of improvement
• Develop initiatives to drive customer satisfaction across direct customer feedback measures and internal quality frameworks

Leadership and supervision

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 a great experience again and the purpose of helping to enable others :

Customer First - Always Fearless Innovation Achieve Together Everyone is Valued.

Professional Know-How

Minimum Qualification

Minimum Experience

Key Competencies

Key Relationships

Report Line : Senior Quality Manager

Management / Supervisory Responsibility : This position has supervisory responsibility.

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 you develop world‑class customer service experience or grow with our variety of skills and experiences. 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.

Benefits

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

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.

Please note no late applications will be considered

Location

Cape Town, South Africa

Employment Details

Time Type : Full time

Contract Type : Permanent

Key Skills : APQP, Quality Assurance, ISO 9001, Lean Six Sigma, PPAP, Root cause Analysis, ISO 13485, Quality Systems, Quality Control, Quality Management, AS9100, Manufacturing

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