Associate Director - Quality

Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.

Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, Selfridges and KFC.

What We’re Looking For

We’re looking for an experienced and strategic quality leader to join our Cape Town team as Associate Director: Quality.

In this role, you’ll lead quality frameworks and continuous improvement initiatives that drive customer experience, compliance, operational performance, and long-term business value across offshore teams while supporting onshore operations.

You’ll bring strong leadership experience within a BPO environment, with the ability to influence stakeholders, lead transformation initiatives, and create a culture of excellence across multiple teams and accounts.

What To Expect

As Associate Director: Quality, you’ll lead the implementation and evolution of strategic quality frameworks across the business.

Working closely with Operations, Training, Process Excellence, and Analytics teams, you’ll drive root cause analysis, continuous improvement, and transformation initiatives that enhance customer experience and operational performance.

You’ll also leverage technologies such as AI, RPA, and ML to support automation and innovation, while managing compliance risk, governance, and performance outcomes across multiple accounts.

Alongside leading quality strategy, you’ll play a key role in developing and mentoring Quality leaders, supporting succession planning, capability growth, and a high-performance culture across the business.

Our typical shift pattern involves: 40 hours within the week, shifts covering Monday to Friday 9 AM to 6 PM (SA time).

Please note. This position is based at our site in Gardens, Cape Town.

Your role can include, but isn’t limited to:

Business:

• Create process to enable quality interventions and practices across the life cycle of an employee – from hiring to production.
• Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefits and quality outcomes.
• Partner with operations, training, Process Excellence, Analytics to deliver on key customer and compliance metrics for the site
• Enhanced client delivery through process improvement, automation
• Working knowledge of automated QA, QMS, ML, AI & RPA practices
• Manage health of compliance and business risk for all accounts by pre-empting risks and managing it timely
• In touch with training on TNI and advisor improvement journey
• Usage of strategic tools like six sigma, lean, design thinking and agile tools to stay away ahead of completion and create a niche brand for the business and client.
• Implement robust QA framework including measurement criteria, sampling design, insights and analysis structure and governance

People Delivery:

• Manage a team of quality Leads, AM’s Managers & Sr. Managers for various businesses.
• Plan people development and succession planning for team.
• Identify KSA and plan upskilling of the team to meet business and industry standard.
• Responsible for people’s annual goals and month on month review
• Create a culture of Customer experience across all teams.

About You

• Minimum of 3 years’ experience in a Head of Quality role/Associate Director: Quality role within a BPO environment
• Experience in digital transformation using AI and RPA tools.
• Experience in leading Six sigma, lean projects
• Experience in creating and managing strategic QA framework.
• Experience in leading client interactions
• Experience in working with diverse culture and multi-level Stakeholders.
• Telecom & BFSI Industry knowledge desired
• Business Foresight –Ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities.
• Influencing.
• Managing Transformation – Ability to work and lead transformations in a dynamic environment.
• Fostering partnerships with internal and external stakeholders
• Decision making and problem-solving skills.
• Driving Excellence

Know-How (Critical)

• Excellent communication & presentation skills.
• Planning and Execution skills.
• Ability to proactively identify current and future needs of the Centre.
• Good Interpersonal skills and analytical skills
• Ability to manage Customer critical metric performance.
• Self-driven and Assertive

Join #theAteam

We recognise the unique contributions of everyone in #theAteam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

Benefits

• Medical insurance after 6 months.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.
• Free transportation home (door to door).
• Well-being with Ky (onsite counselling).
• Maternity benefit after 1 year.
• Mid-month Travel Allowance
• Free onsite Flu Vaccine.
• Funeral benefit after 3 months.