Director of Quality

Teleperformance

  • Cape Town, Western Cape
  • Permanent
  • Full-time
  • 6 days ago
OverviewThe 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 EG. 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.QualificationsQualification & 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.
  • Lean Six Sigma Black Belt certification (preferred).
  • 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 audiencesResponsibilitiesKey Responsibilities and AccountabilitiesStrategic 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.
Technology & Automation
  • 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.
Financial Management
  • 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.

Teleperformance