Head of Quality

Salary and benefits – TBC (Dependant on Experience).  Private Medical & Pension
Location – Waterfront Cape Town.
Working Pattern – 40 Hours per week – Core Business Hours
Contract Type – Permanent

Why work for Foundever?

We are looking for a Head of Quality to undertake a new role at our in Cape Town.

At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential. We focus on you and, with your drive, look to create your best moments.

What you’ll be doing

As the Head of Quality, you will be one of the senior leaders on the site responsible for developing and driving quality assurance strategies, frameworks, and initiatives across the organisation.

You will lead a team of quality managers and analysts, ensuring service excellence, operational efficiency, and compliance with client expectations and industry standards.

About you.

It is essential that you are an experienced Manager, strategic thinker with strong problem solving abilities and have worked in the BPO/Contact Centre sector.   You will have passion for continuous improvement and customer excellence with the desire to drive this consistently across the site.

It is key that you are a confident and have the ability to report on, analyse data and present this back in formal settings and to clients.

You will have excellent communication skills, both verbally and in writing and are able to confidently present.

Key Responsibilities:

Strategic Leadership:

• Develop and implement a comprehensive quality strategy aligned with organisational goals.
• Lead efforts to integrate quality standards into operational processes to drive continuous improvement.
• Provide expert guidance on quality-related challenges and industry best practices.

Quality Assurance:

• Establish, monitor, and enforce key performance indicators (KPIs) and quality metrics to ensure operational excellence.
• Lead root cause analyses and corrective action planning to address service issues.
• Regularly evaluate quality processes and tools, recommending enhancements for efficiency.

More responsibilities

Team Leadership:

• Build, mentor, and lead a high-performing quality team across multiple accounts and geographies.
• Facilitate training programs to enhance the skills and capabilities of the quality workforce.
• Foster a culture of accountability and continuous learning within the team.

Client and Stakeholder Management:

• Partner with clients to understand quality expectations and translate them into actionable plans.
• Present quality performance reports and insights to internal and external stakeholders.
• Proactively address client concerns and ensure compliance with service level agreements (SLAs).

Compliance and Risk Management:

• Ensure adherence to relevant regulatory and compliance standards in all operational processes.
• Drive ISO certifications and other quality-related accreditations as required.
• Oversee internal audits and implement risk mitigation strategies.

Technology and Innovation:

• Leverage analytics and quality monitoring tools to improve process transparency and decision-making.
• Stay abreast of emerging technologies and trends in quality management to enhance service delivery.

Your Profile & Experience.

• Leadership: Exceptional leadership skills with ability to manage a quality assurance team.
• Experience: Minimum 10+ years of experience in quality management, preferably in the BPO or outsourcing industry.
• Communication skills: Excellent Interpersonal/communication skills, communicating at all levels.
• Expertise: Strong expertise in quality frameworks (e.g., Six Sigma, ISO, Lean methodologies).
• Analysis: Ability to gather and analyse data, evidence and prepare reports, status updates.
• Critical thinking: Effective problem-solving skills.
• Employee performance: Performance Management skills.
• Knowledge: Demonstrated knowledge of quality and continuous improvements frameworks.
• Background: A clear criminal background check.

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

• [ever] creative. [ever] committed.          [ever] connected.