Quality Assurance Assistant Manager

TP South Africa is looking for an experienced and driven Quality Assurance Assistant Manager to join our Quality team in Cape Town.This is a leadership role responsible for driving quality standards, consistency and continuous improvement across multiple operational units, geographical locations and language groups.The successful candidate will lead a team of Quality Specialists and partner closely with Operations and other stakeholders to identify performance opportunities, strengthen quality processes and use data-driven insights to improve customer experience and business performance.Key ResponsibilitiesLead and manage a team of Quality Specialists, providing direction, coaching and performance support.Manage the quality auditing process, reporting and governance across multiple operational units.Analyse quality and operational data to identify performance trends, risks and improvement opportunities.Own and facilitate regular calibration sessions to ensure consistency and accuracy across Quality Specialists.Standardise and distribute quality reporting in line with global requirements.Provide clear insights into key performance drivers and identify the levers that can improve results.Partner with Operations to identify coaching requirements and drive targeted performance improvement.Develop, document and maintain quality processes, standards and SOPs.Drive the implementation of technical quality and auditing solutions, including automated reporting and tools.Support the development and maintenance of associate-facing quality and resource materials.Prepare detailed reporting and analysis, including trends against previous periods, forecasts, risks and opportunities.Lead quality improvement initiatives from concept through to implementation and measurement of results.Drive the development of robust quality coaching and training processes to support continuous improvement.Identify and implement best practices across the wider TP network.Work collaboratively with global business teams to improve customer experience, product quality and operational performance.Identify opportunities to expand quality practices beyond traditional customer experience measures.Act as a key stakeholder in continuous improvement and process excellence initiatives.Minimum RequirementsMatric / Grade 12 or equivalent.Proven experience in Quality Assurance / Quality Management, preferably within a customer service or contact centre environment.Previous experience creating, implementing and maintaining Customer Service Quality Management programmes with measurable results.Previous experience leading or managing a team.Strong experience in quality reporting, auditing, calibration and performance improvement.Project management experience.Experience creating and maintaining SOPs and process documentation.Strong Microsoft Office skills, particularly Excel and SharePoint.Experience influencing change and driving improvements across different levels of an organisation.Strong decision-making, analytical and problem-solving abilities.Excellent communication, stakeholder management and presentation skills.Ability to work independently, take ownership and operate effectively in a fast-paced environment.Lean Six Sigma Yellow Belt would be advantageous.Key Skills & CompetenciesLeadership & People Management – Ability to lead, coach and develop Quality Specialists while creating accountability for results.Analytical & Critical Thinking – Ability to analyse complex data, identify root causes and translate insights into meaningful actions.Solution Orientation – Focused on identifying practical solutions and driving issues through to resolution.Process Excellence – Strong focus on efficiency, standardisation, continuous improvement and measurable outcomes.Communication – Clear, confident and influential communication across operational and leadership levels.Collaboration – Ability to build strong relationships and work effectively across teams, functions and geographical locations.Emotional Intelligence – Demonstrates self-awareness, empathy and the ability to manage relationships effectively.Change & Influence – Comfortable challenging existing practices, influencing stakeholders and driving sustainable change.Entrepreneurial Mindset – Takes initiative, identifies opportunities and proactively drives innovation and improvement.Open-Mindedness – Receptive to different perspectives and approaches while maintaining a strong focus on business outcomes.Why Join TP South Africa?This is an opportunity to take a leadership role within a dynamic Quality environment and make a direct impact on customer experience, operational performance and continuous improvement.