Head of Quality & Compliance Assurance (Pipeline)

Overview

Directs all activities and staff responsible for quality assurance of all products and services

Job title : Head of Quality & Compliance Assurance (Pipeline)

Job Description :

The Head of Quality Operational Compliance and Assurance will lead the charge in ensuring operations meet the highest standards of quality and regulatory compliance.

Responsibilities

• Championing Quality and Compliance : Govern the achievement and remediation of operational and regulatory compliance requirements across VMo2 ensuring adherence to contractual obligations and industry best practices.
• Leading a Global Team : Manage and mentor a team of Quality professionals (Oversight ICOE and Ops compliance) driving a culture of excellence and continuous improvement.
• Driving Cross-functional Collaboration : Coordinate with stakeholders across the organization including the Client Capita Compliance Capita Commercial Capita Info Sec and Operations to develop and implement a comprehensive Quality improvement plan.
• Ensuring Timely Reporting : Deliver all Quality reports to the client in line with agreed SLAs and recovery dates maintaining transparency and accountability.
• Overseeing Quality Assurance : Conduct audits quality checks and routine call monitoring to identify and address non-adherence to policies and processes.
• Managing Client Escalations : Support operational leads in addressing client escalations ensuring timely resolution and delivery against agreed improvement plans.
• Assessing Change Impact : Evaluate the impact of Quality-related changes on the current operational model and contractual obligations minimizing risks and maximizing benefits.
• Establishing Governance and Accountability : Develop and maintain key governance documents including a RACI matrix for key Quality assurance processes to ensure clarity of roles and responsibilities.

Accountabilities & Activities

Professional Know-How

Minimum Requirements :

Skills / Abilities

Judgement Skills

Management / Supervisory Responsibility

This position has supervisory responsibilities

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.

Were here to help get you to your future whether its 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 theres 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 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

Time Type : Full time

Contract Type : Permanent

Required Experience : Director

Key Skills : Change Management, Corporate Communications, Apache Commons, Compensation, Civil Quality Control

Employment Type : Full-Time

Experience : years

Vacancy : 1

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