932 Head Of Quality jobs in South Africa

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

• Ensuring Quality and Compliance: Take full ownership for the delivery of Quality and Quality Assurance across the global VMo2 contract, ensuring adherence to contractual obligations and regulatory requirements.
• Leading and Managing: Provide line management oversight to ICOE and other senior Quality managers, fostering a high-performing team and driving a culture of excellence.
• Establishing Governance: Set the strategic direction for Quality Assurance across VMo2, including developing and maintaining key governance documents that outline roles, responsibilities, and processes.
• Managing Risks: Proactively assess product, compliance, and operational risks, developing and implementing risk management strategies and action plans to address areas where KPIs or contractual standards are not being met.
• Addressing Compliance Issues: Act on client and internal compliance/commercial guidance to address compliance issues, including fraud, contractual obligations, and revenue erosion.
• Communicating Policies and Procedures: Disseminate written policies and procedures related to compliance activities, collaborating with the commercial team to ensure clarity and effectiveness.
• Leveraging Technology: Explore and implement AI-powered tools and automation to enhance communication, monitoring, and enforcement of compliance standards.
• Analysing Data: analyse data and trends to proactively identify compliance risks and opportunities, presenting findings to management and employees to drive informed decision-making.
• Collaborating with Stakeholders: Work effectively with key stakeholders across all levels of the business, including SLT and SMT, to identify innovative solutions, cost reduction opportunities, and KPI achievement strategies.
• Communicating Effectively: Communicate complex data in various formats (digital and verbal), producing compelling case studies and business cases that demonstrate clear benefits and alignment with business objectives.
• Driving Results: Maintain a delivery-based mindset, balancing efficient execution with maximum output to achieve results.
• Supporting Change: Collaborate with stakeholders and operational leads on program activities, supporting the impact assessment phase of changes to ensure that revenue erosion or Quality KPI risks are effectively mitigated.
• Personal Development: Take ownership of personal and professional development, staying up-to-date on products, services, processes, and industry best practices.
• Driving Innovation: Lead the development and implementation of a cutting-edge Quality and Compliance strategy, leveraging data, AI, and automation to continuously evolve the VMO2 Capita Experience.

Minimum Requirements

• 5 years experience in a Quality Management role with a the BPO / Call center space
• Proven leadership in Quality and Compliance: Demonstrated experience leading and managing Quality and Compliance functions within a complex, fast-paced environment.
• AI and Automation Advocate: Experience exploring and AI-powered tools and automation to enhance efficiency and effectiveness of Quality and Compliance processes, aligned with account plans.

Skills/abilities

• Data-driven decision maker: Strong analytical skills with the ability to interpret data, identify trends, and develop actionable insights to improve service quality and compliance.
• Change Management Champion: Proven ability to lead and manage change, driving adoption of new technologies and methodologies to improve service delivery.
• Strategic Thinker: Capable of developing and implementing a comprehensive Quality and Compliance strategy aligned with business objectives and industry best practices.
• Exceptional Communication and Stakeholder Management: Excellent written and verbal communication skills with the ability to influence and collaborate with stakeholders at all levels.
• Customer-centric Approach: Passionate about delivering exceptional customer experiences and driving continuous improvement

Judgement Skills

• Critical Thinking and Problem-Solving: Critically analyse complex situations, identify root causes, and develop effective solutions to address Quality and Compliance challenges.
• Risk Assessment and Mitigation: Proactively identify and assess potential risks, develop mitigation strategies, and implement controls to minimize negative impacts on service quality and compliance.
• Decision-Making under Pressure: Make sound, informed decisions in a timely manner, even when faced with ambiguity and competing priorities.
• Balancing Innovation and Compliance: Foster a culture of innovation while ensuring adherence to regulatory requirements and industry best practices.
• Ethical Conduct and Integrity: Demonstrate unwavering ethical conduct and maintain the highest standards of integrity in all Quality and Compliance activities.

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.

We're here to help get you to your future - whether it's 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, 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.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees' horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

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?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

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

#PNet

Location

Cape Town, South Africa

Time Type: Full time

Contract Type: Permanent

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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 Ensuring Quality and Compliance: Take full ownership for the delivery of Quality and Quality Assurance across the global VMo2 contract, ensuring adherence to contractual obligations and regulatory requirements. Leading and Managing: Provide line management oversight to ICOE and other senior Quality managers, fostering a high-performing team and driving a culture of excellence. Establishing Governance: Set the strategic direction for Quality Assurance across VMo2, including developing and maintaining key governance documents that outline roles, responsibilities, and processes. Managing Risks: Proactively assess product, compliance, and operational risks, developing and implementing risk management strategies and action plans to address areas where KPIs or contractual standards are not being met. Addressing Compliance Issues: Act on client and internal compliance/commercial guidance to address compliance issues, including fraud, contractual obligations, and revenue erosion. Communicating Policies and Procedures: Disseminate written policies and procedures related to compliance activities, collaborating with the commercial team to ensure clarity and effectiveness. Leveraging Technology: Explore and implement AI-powered tools and automation to enhance communication, monitoring, and enforcement of compliance standards. Analysing Data: analyse data and trends to proactively identify compliance risks and opportunities, presenting findings to management and employees to drive informed decision-making. Collaborating with Stakeholders: Work effectively with key stakeholders across all levels of the business, including SLT and SMT, to identify innovative solutions, cost reduction opportunities, and KPI achievement strategies. Communicating Effectively: Communicate complex data in various formats (digital and verbal), producing compelling case studies and business cases that demonstrate clear benefits and alignment with business objectives. Driving Results: Maintain a delivery-based mindset, balancing efficient execution with maximum output to achieve results. Supporting Change: Collaborate with stakeholders and operational leads on program activities, supporting the impact assessment phase of changes to ensure that revenue erosion or Quality KPI risks are effectively mitigated. Personal Development: Take ownership of personal and professional development, staying up-to-date on products, services, processes, and industry best practices. Driving Innovation: Lead the development and implementation of a cutting-edge Quality and Compliance strategy, leveraging data, AI, and automation to continuously evolve the VMO2 Capita Experience. Minimum Requirements 5 years experience in a Quality Management role with a the BPO / Call center space Proven leadership in Quality and Compliance: Demonstrated experience leading and managing Quality and Compliance functions within a complex, fast-paced environment. AI and Automation Advocate: Experience exploring and AI-powered tools and automation to enhance efficiency and effectiveness of Quality and Compliance processes, aligned with

Overview

TP City of Cape Town, Western Cape, South Africa

The Director of Quality is responsible for leading and executing the quality strategy across a key global account within the BFSI (Banking, Financial Services, and Insurance) sector. This role will span multiple geographies (UK, South Africa, Europe, and India), ensuring consistent quality standards, regulatory compliance, and operational excellence across all delivery centers.

The ideal candidate will bring deep expertise in quality assurance methodologies, automation and financial oversight, with a strong understanding of FCA regulations and conduct risk. They will lead a high-performing team to drive continuous improvement, enhance customer experience, and deliver measurable business outcomes.

Key Responsibilities and Accountabilities Strategic Leadership

• Develop and implement a global quality strategy aligned with client expectations and regulatory requirements.
• Lead cross-regional quality teams to ensure consistent execution of QA frameworks and methodologies.
• Champion a culture of operational excellence, continuous improvement, and customer-centricity.

Quality Assurance & Compliance

• Ensure adherence to FCA regulations and conduct standards across all geographies.
• Implement and maintain COPC and Lean Six Sigma frameworks to drive process efficiency and error reduction.
• Establish proactive quality monitoring systems to identify risks and improvement opportunities.
• Drive adoption of QA technologies including analytics platforms, RPA, and AI to enhance quality outcomes.
• Identify and implement automation opportunities to reduce manual effort and improve accuracy.
• Leverage data intelligence to inform strategic decisions and client reporting.

Client & Stakeholder Engagement

• Act as a trusted advisor to clients, providing insights and recommendations during MBRs/QBRs.
• Collaborate with delivery, client services, and support functions to ensure quality commitments are met.
• Host client visits and showcase quality capabilities and innovations.
• Own the quality function’s budget, forecasts, and ROI targets.
• Provide financial insights and recommendations to improve cost efficiency and service value.
• Track and report on financial performance of quality initiatives.

Team Development & Culture

• Lead, coach, and develop a global team of quality professionals.
• Foster a high-engagement, people-first culture with strong recognition and development programs.
• Ensure compliance with data protection, security, and fraud prevention policies.

Qualification & Experience

• Minimum 10 years in a senior quality leadership role, preferably in BFSI.
• Proven experience managing quality across multiple geographies.
• Strong understanding of FCA regulations and conduct risk.
• Expertise in COPC standards and QA methodologies.
• Demonstrated success in implementing QA technologies and automation.
• Financial acumen with experience in budgeting, forecasting, and ROI analysis.
• Exceptional stakeholder management and communication skills.

Required Technical Skills

• Expert user of Microsoft Office tools including MS Word, Powerpoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots, regression, CPK, and be able to explain this to different audiences

Seniority level

• Director

Employment type

• Full-time

Job function

• Quality Assurance and Management

Industries

• Outsourcing and Offshoring Consulting

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Randburg, South Africa | Posted on 03/28/2025

Lyceum is the trusted choice for over a century of quality education in South Africa. Our unique approach combines accredited programmes with flexible distance learning, making it easier to balance your studies with your lifestyle.

With thousands of students empowered to achieve their goals, we provide an innovative platform for success.

Experience a learning environment that prioritises your growth and career advancement while giving you the freedom to learn on your terms.

Job Description

The Head of Quality Assurance provides strategic leadership in managing and coordinating the institution’s Quality Assurance (QA) framework. The role ensures that academic programs, institutional processes, and administrative services comply with internal and external quality standards, particularly those from DHET and CHE.

Key Responsibilities:

• Lead the development and implementation of the institution's QA strategy, ensuring alignment with best practices in higher education.
  
• Oversee the preparation and submission of the institution's annual report to DHET.
  
• Provide oversight for new program development, ensuring quality and regulatory compliance.
  
• Establish a monitoring system for the continuous evaluation of academic programs and administrative processes.
  
• Lead efforts to secure and maintain program accreditation.
  
• Mentor the Quality Assurance Officer and Academic Planning Officer, ensuring alignment with institutional strategies.
  
• Foster a culture of compliance and continuous improvement across all departments.
  

Requirements

Qualifications and Experience:

• Master’s degree in quality management, Higher Education, or related field (PhD preferred).
  
• At least 5-8 years of experience in a senior QA role within higher education.
  
• Strong knowledge of South African higher education regulations and experience in program accreditation.
  

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Randburg, South Africa | Posted on 03/28/2025 Lyceum is the trusted choice for over a century of quality education in South Africa. Our unique approach combines accredited programmes with flexible distance learning, making it easier to balance your studies with your lifestyle.With thousands of students empowered to achieve their goals, we provide an innovative platform for success.Experience a learning environment that prioritises your growth and career advancement while giving you the freedom to learn on your terms.Job Description The Head of Quality Assurance provides strategic leadership in managing and coordinating the institution’s Quality Assurance (QA) framework. The role ensures that academic programs, institutional processes, and administrative services comply with internal and external quality standards, particularly those from DHET and CHE.Key Responsibilities: Lead the development and implementation of the institution's QA strategy, ensuring alignment with best practices in higher education.Oversee the preparation and submission of the institution's annual report to DHET.Provide oversight for new program development, ensuring quality and regulatory compliance.Establish a monitoring system for the continuous evaluation of academic programs and administrative processes.Lead efforts to secure and maintain program accreditation.Mentor the Quality Assurance Officer and Academic Planning Officer, ensuring alignment with institutional strategies.Foster a culture of compliance and continuous improvement across all departments. Requirements Qualifications and Experience: Master’s degree in quality management, Higher Education, or related field (Ph D preferred).At least 5-8 years of experience in a senior QA role within higher education.Strong knowledge of South African higher education regulations and experience in program accreditation. #J-18808-Ljbffr

Randburg, South Africa | Posted on 03/28/2025 Lyceum is the trusted choice for over a century of quality education in South Africa. Our unique approach combines accredited programmes with flexible distance learning, making it easier to balance your studies with your lifestyle.With thousands of students empowered to achieve their goals, we provide an innovative platform for success.Experience a learning environment that prioritises your growth and career advancement while giving you the freedom to learn on your terms.Job Description The Head of Quality Assurance provides strategic leadership in managing and coordinating the institution’s Quality Assurance (QA) framework. The role ensures that academic programs, institutional processes, and administrative services comply with internal and external quality standards, particularly those from DHET and CHE.Key Responsibilities: Lead the development and implementation of the institution's QA strategy, ensuring alignment with best practices in higher education.Oversee the preparation and submission of the institution's annual report to DHET.Provide oversight for new program development, ensuring quality and regulatory compliance.Establish a monitoring system for the continuous evaluation of academic programs and administrative processes.Lead efforts to secure and maintain program accreditation.Mentor the Quality Assurance Officer and Academic Planning Officer, ensuring alignment with institutional strategies.Foster a culture of compliance and continuous improvement across all departments. Requirements Qualifications and Experience: Master’s degree in quality management, Higher Education, or related field (Ph D preferred).At least 5-8 years of experience in a senior QA role within higher education.Strong knowledge of South African higher education regulations and experience in program accreditation. #J-18808-Ljbffr

Our client is a major force in the furniture manufacturing sector, known for exceptional craftsmanship and consistent innovation. The organization values quality and continuous improvement, maintaining robust production operations. They provide a professional setting focused on development and excellence.

The Quality Control Manager will oversee all aspects of quality assurance within the production environment. This includes conducting inspections, maintaining standards, and managing a small QC team. The role requires a proactive approach to identifying and resolving quality issues, as well as mentoring junior staff. The successful candidate will contribute to upholding a strong quality culture throughout the organization.

Key Responsibilities:

• Carry out and oversee quality inspections during all production stages
• Ensure compliance with internal standards and customer requirements
• Collaborate with production teams to address and resolve quality issues
• Train and mentor junior Quality Control staff
• Maintain accurate quality records and inspection reports
• Identify trends and support quality improvement initiatives
• Provide hands-on support on the shop floor
• Liaise with other departments to ensure consistent quality practices
• Investigate root causes of defects and recommend corrective actions
• Monitor production processes for adherence to quality protocols
• Participate in internal and external quality audits
• Assist in updating and developing quality control procedures
• Promote a culture of excellence and continuous improvement
• Support the development and implementation of new quality initiatives
• Communicate quality expectations to the wider team

Requirements :

• Relevant qualification in quality management or related field
• Minimum 3 years experience in quality control, preferably in furniture or manufacturing
• Experience with leather and fabric upholstery (advantageous)
• Previous supervisory or mentoring experience
• Strong understanding of quality control standards and procedures

Remuneration:

R18 000 - R20 000 Cost to Company

***Only shortlisted candidates will be contacted***

Location: Loper Ave, Isando

Overview

The Quality Control Supervisor is responsible for ensuring that all manufactured products conform to the company's quality, safety, and reliability standards. This includes implementing quality control systems, conducting inspections, leading the QC team, and driving continuous improvement.

Responsibilities Quality Control Planning & Inspection

• Develop and implement quality control procedures and protocols in line with company and regulatory requirements.
• Conduct regular audits and inspections of processes, products, and raw materials.
• Perform product testing, data capture, analysis, and statistical control.
• Document non-conformances and ensure corrective actions are implemented.
• Qualify measuring equipment and ensure correct application of tolerance, sampling, and measurement techniques.

Team Leadership & Personnel Management

• Lead, train, motivate, and manage QC Inspectors, Assistants, and Facilitators.
• Oversee attendance, timesheets, disciplinary compliance, and shift rosters.
• Monitor production output, downtime, deviations, and ensure accurate recording.
• Conduct regular performance reviews and provide coaching, counselling, and recognition.
• Mentor team members in industrialized measuring techniques and sustainable processes.

Customer Service

• Respond to customer inquiries related to product quality.
• Investigate and resolve quality-related complaints in collaboration with sales and production teams.

Reporting & Administration

• Ensure daily shift handovers are conducted effectively.
• Oversee reporting on audits, inspections, deviations, and corrective actions.

Health, Safety & Food Safety

• Ensure compliance with health, safety, and housekeeping standards in all QC areas.
• Report hazards, incidents, and near misses promptly.
• Enforce adherence to Good Manufacturing Practices (GMP) and Food Safety Management Systems (FSMS).

Continuous Improvement & Self-Development

• Stay updated with regulatory changes, industry standards, and technological advancements.
• Drive improvements in QC processes, systems, and team performance.
• Serve as a role model by promoting company values, professionalism, and best practices.

Qualifications & Experience

• Education: Matric (Grade 12).
• Tertiary: NQF 4 Supervisory Management Qualification & Certificate in Quality Control.
• Experience: Minimum 8 years experience in the manufacturing industry, with proven leadership in quality control.

Competencies

• Strong technical knowledge of manufacturing processes, equipment, and raw materials.
• Solid understanding of quality systems and certifications.
• Excellent people management, conflict management, and diversity management skills.
• Strong administrative and reporting capabilities.
• Analytical and problem-solving mindset with exceptional attention to detail.
• Ability to make sound business-aligned decisions in operational environments.

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To ensure that all materials and processes adhere strictly to customer specifications and internal quality standards, and to oversee the implementation and compliance of quality systems within the production division.

• PRINCIPAL ACCOUNTABILITIES

Accountabilities

Key Performance Indicators (KPIs)

Support in determining, negotiating, and agreeing upon in-house quality procedures, standards, and specifications

Clearly documented quality procedures aligned with ISO and customer expectations

Ensure adherence to quality, health, and safety standards across the plant

Zero non-conformities and audit failures; reduced incident reports

Monitor and ensure that manufacturing processes comply with defined quality standards

Regular inspections, compliance audits, and corrective actions documented and implemented

Conduct and document quality testing (pre-production, in-process, and final product)

100% completion of quality checklists and sampling reports

Follow established procedures, ISO guidelines, and maintain proper documentation

ISO compliance and audit-readiness at all times

Act as a catalyst for continuous improvement in quality and operational efficiency

Number of improvement initiatives implemented per quarter; measurable performance improvements

Lead, manage and motivate quality control staff to meet departmental goals

Achievement of departmental KPIs; performance reviews and development plans completed on time

Monitor and document critical control points (CCPs) regularly

Accurate and timely CCP logs with corrective actions recorded

Ensure customer requirements and service standards are understood and implemented

Positive customer feedback; low rate of quality-related returns or complaints

• INTERACTIONS

Internal :

• Production Department
• Purchase / Procurement
• Planning and Production Control (PPC)
• Maintenance and R&D (as applicable)

External :

• Customers and end-users (for quality audits, complaints, and resolution)
• Raw material vendors and external testing laboratories
• Certification bodies (for ISO or regulatory audits)
• SKILLS AND KNOWLEDGE

Educational Qualifications :

• Post Graduate Diploma in Plastics Technology / CIPET or
• Diploma in Plastics / Mechanical Engineering or related field

Relevant Industry Experience :

• 5–7 years of experience in a Packaging Manufacturing Industry with hands-on exposure to Quality Control and Assurance

Technical Skills :

• In-depth knowledge of packaging processes (lamination, extrusion, printing, slitting, sealing)
• Experience with lab instruments and testing procedures (tensile strength, bond strength, GSM, COF, WVTR, etc.)
• Proficiency in ISO 9001 / ISO 22000 / HACCP and other quality management systems
• Skilled in preparing audit documentation, process documentation, and quality SOPs

Behavioral Skills :

• Strong analytical and problem-solving ability
• Detail-oriented with a commitment to accuracy and process compliance
• Effective communicator and team leader
• Ability to manage cross-functional teams under pressure

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Quality Control Assistant • Centurion, South Africa

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