Overview
Assistant Quality Assurance Manager Jobs in City of Cape Town, Western Cape, South Africa at IGT Solutions
Title: Assistant Quality Assurance Manager
Company: IGT Solutions
Location: City of Cape Town, Western Cape, South Africa
Role Purpose
The Assistant Quality Manager supports the Quality Manager in driving service excellence across the contact centre by overseeing quality assurance processes, coaching initiatives, and performance improvement programs. The role ensures consistent delivery of high-quality customer interactions aligned with client, regulatory, and organisational standards.
Key Responsibilities
Quality Management & Governance
- Support the Quality Manager in implementing and maintaining quality frameworks, standards, and methodologies across campaigns
- Ensure adherence to client SLAs, internal quality benchmarks, and regulatory requirements
- Assist with calibration sessions to ensure scoring consistency across QA teams and stakeholders
- Identify risk areas and contribute to corrective and preventive action plans
Quality Audits & Analysis
- Oversee call, chat, email, and case evaluations conducted by Quality Analysts
- Review quality scores, trends, and root causes of defects
- Prepare detailed quality performance reports for internal and client stakeholders
- Track improvement initiatives and measure their impact
Coaching & Performance Improvement
- Partner with Operations, Training, and Team Leaders to deliver targeted coaching interventions
- Support continuous improvement plans for underperforming agents or teams
- Provide feedback to Training teams on gaps identified through quality assessments
- Mentor and develop Quality Analysts to improve capability and consistency
Stakeholder Engagement
- Act as a key liaison between Quality, Operations, Training, WFM, and Client teams
- Support client audits, reviews, and governance meetings as required
- Assist in presenting quality insights, trends, and recommendations to senior leadership
Process Improvement & Innovation
- Identify opportunities to improve customer experience, operational efficiency, and compliance
- Support automation, speech analytics, or quality tool enhancement initiatives
- Contribute to best practice sharing across accounts or campaigns
Key Performance Indicators (KPIs)
- Quality score improvement across campaigns
- Reduction in repeat errors and compliance failures
- Coaching effectiveness and behavioural change metrics
- Calibration alignment scores
- Client satisfaction with quality governance
Qualifications & Experience
- 3–5 years’ experience in a BPO/contact centre environment
- Minimum 1–2 years in a Quality Analyst or Quality Leadership role
- Experience working with international clients and SLAs is advantageous
- Strong understanding of QA scorecards, COPC, or similar frameworks (advantageous)
Skills & Competencies
- Strong analytical and problem-solving skills
- Excellent communication, presentation, and stakeholder management skills
- Attention to detail with a strong compliance mindset
- Ability to coach, influence, and drive behavioural change
- Advanced MS Excel skills; experience with QA tools and CRM systems
- Ability to work under pressure in a fast-paced environment
Behavioral Competencies
- Results-driven with a continuous improvement mindset
- High levels of integrity and professionalism
- Collaborative and proactive approach
- Customer-centric and quality-focused
- Adaptable to change and evolving client requirements
