Vice President of Quality Excellence

Vice President of Quality Excellence
Cape Town, South Africa

About the Company:
Join a leading global analytics and digital solutions company that partners with top-tier clients around the globe to drive business outcomes and foster growth. The company prides itself on its core values of innovation, collaboration, and excellence, providing solutions that make a significant impact across various industries, including Insurance, Healthcare, Banking, and Retail.

Role Overview:
The organisation is seeking a dynamic Vice President of Quality Excellence who embodies a commitment to quality in a BPO environment. This pivotal role will focus on enhancing operational performance and delivering exceptional value to clients through innovative quality management strategies.

Why Join the Company?
In addition to a competitive salary and generous bonus structure, the organisation offers private healthcare, income protection insurance, and a rewarding pension plan. They promote a diverse and inclusive work environment, fostering a culture of collaboration and respect.

Key Responsibilities:

1. Quality Strategy Development: Lead the creation and execution of process improvement strategies that align with client priorities and drive value delivery.
2. Team Leadership: Build and nurture a high-performing Quality Excellence team, fostering engagement and professional development.
3. Client Relationships: Cultivate strong partnerships with internal and external stakeholders to identify improvement opportunities and implement transformation initiatives.
4. Performance Management: Develop diagnostic toolkits and best practice solutions to enhance quality assurance delivery while ensuring cost-effectiveness.
5. Cultural Leadership: Champion a culture of quality and continuous improvement within the organisation, ensuring independence in Quality Performance reporting.

Key Qualifications:

1. Proven experience in a quality-focused leadership role within a BPO setting, demonstrating a deep understanding of quality assurance and process improvement.
2. Strong knowledge of quality systems (ISO, COPC) and operational planning.
3. Proficiency in quality analysis tools (Minitab, MS-VISIO) and call recording systems.
4. Exceptional communication and project management skills, with a strategic and analytical mindset.
5. Ability to coach and develop talent while driving team engagement and retention.