Head of Quality & Compliance Assurance (Pipeline)

Cape Town, Western Cape
Permanent
Full-time

15 days ago

Directs all activities and staff responsible for quality assurance of all products and servicesJob title: Head of Quality & Compliance Assurance (Pipeline)Job Description:The Head of Quality, Operational Compliance, and Assurance will lead the charge in ensuring VMo2's operations meet the highest standards of quality and regulatory compliance. This role is responsible for:

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.

Professional Know-How: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 responsibilitiesAbout usCapita 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 nextChoose ‘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.

IMPORTANTThe 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#PNetLocation: Cape Town, South AfricaTime Type: Full timeContract Type: Permanent

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