Senior Group Manager - Transactional Quality and Training

Location: Cape Town, South Africa

Company

hirify.global, part of Capgemini, provides AI-powered intelligent operations and transformation services to clients across multiple industries.

What you will do

• Lead integrated Training and Transaction Quality functions for client accounts.
• Connect quality findings, root-cause themes, customer feedback, training-needs analysis, curriculum updates, and coaching interventions.
• Plan and monitor new-hire, cross-skill, up-skill, refresher, and leadership development programs.
• Own quality assurance frameworks covering sampling, evaluation forms, scoring, calibration, audit coverage, and compliance readiness.
• Deploy analytics-led assurance, including speech and text analytics, AI-assisted audits, automated sampling, and dashboarding.
• Represent Training and Quality in client governance, business reviews, transitions, expansions, and new business opportunities.

Requirements

• Matric qualification.
• At least 12 years of overall work experience, including at least 6 years in Training and/or Transaction Quality.
• Demonstrated leadership of both Training and Transaction Quality functions across contact centre and back-office processes.
• Experience with training digitalization, analytics- or AI-led quality assurance, quality management systems, and frameworks such as COPC or ISO.
• Knowledge of Six Sigma, Lean, and Agile methodologies; Green Belt or Black Belt certification is preferred.
• Strong data storytelling, executive communication, problem-solving, adaptability, and stakeholder management skills.

Culture & Benefits

• Work in a large, globally operating intelligent operations organization.
• Focus on continuous improvement, measurable business value, customer experience, and operational excellence.
• Opportunity to apply digital learning, simulation, AI-assisted content, analytics, and automation.