Associate Director – Quality

About the role

We are seeking an experienced strategic quality leader to join our Cape Town team as Associate Director – Quality. You will drive quality frameworks, continuous improvement, and automation initiatives across offshore and onshore operations, ensuring excellent customer experience and compliance.

Key responsibilities

• Lead the implementation and evolution of strategic quality frameworks across the business.
• Collaborate with Operations, Training, Process Excellence, and Analytics to conduct root‑cause analysis, continuous improvement and transformation projects.
• Leverage AI, RPA and Machine Learning to support automation and innovation.
• Manage compliance risk, governance and performance outcomes for multiple accounts.
• Develop and mentor quality leaders, overseeing succession planning and capability growth.
• Create processes for quality interventions throughout the employee lifecycle, from hiring to production.
• Lead project delivery teams using Process Excellence principles, ensuring timely, cost‑effective and high‑quality outcomes.
• Partner with cross‑functional teams to meet key customer and compliance metrics.
• Implement robust QA frameworks, including measurement criteria, sampling design, insights and governance.
• Manage a team of quality leads and senior managers, planning development, upskilling and performance reviews.

Required profile

• Proven leadership experience in a BPO environment.
• Ability to influence stakeholders and drive transformation initiatives.
• Strong track record of building a culture of excellence across multiple teams and accounts.
• Experience in managing compliance risk and governance.
• Demonstrated capability in mentoring and developing quality professionals.

Required skills

• Artificial Intelligence (AI)
• Robotic Process Automation (RPA)
• Machine Learning (ML)
• Automated Quality Assurance (QA) systems
• Quality Management System (QMS)
• Six Sigma methodology
• Lean principles
• Design Thinking
• Agile tools

What we offer

• Full‑time onsite role (40 hours/week, Monday‑Friday 9 am‑6 pm SA time).
• Opportunity to lead quality strategy for a growing BPO operation.
• Access to advanced technologies such as AI, RPA and ML.