Lead Associate - Quality

TL;DR

Lead Associate - Quality (Customer Care / Quality Assurance): Assessing and improving customer care quality for the North American insurance market with an accent on coaching, feedback, process accuracy, and quality systems. Focus on analyzing performance, resolving conflicts, developing people, and applying Lean, Six Sigma, and ISO 9001:2015 principles.

Location: Cape Town, South Africa

Company

hirify.global, part of Capgemini, provides AI-powered intelligent operations and transformation services across multiple industries, including financial services, healthcare, insurance, logistics, and travel.

What you will do

• Assess customer care quality and process adherence for the North American insurance market.
• Apply analytical skills to identify quality trends, accuracy issues, and improvement opportunities.
• Coach employees and provide structured feedback to improve performance.
• Support conflict management, coordination, and administrative activities.
• Use quality assessment systems, Microsoft Word, Excel, and other applications to document and present findings.

Requirements

• Matric or Grade 12 certificate.
• Proficiency in written and verbal English is required.
• Experience with customer care processes and systems, quality assessment, or quality assurance.
• Strong analytical, logical-thinking, organizational, communication, presentation, and time-management skills.
• High attention to detail, accountability, interpersonal skills, and a collaborative approach.
• Experience as a quality assessor in insurance and knowledge of the North American market.

Nice to have

• Continuous improvement training, such as Yellow Belt Six Sigma.
• Lean or Six Sigma certification.
• Knowledge of ISO 9001:2015.

Culture & Benefits

• Full-time employment within a global operations and transformation organization.
• Work connected to clients across multiple industries and international markets.
• Opportunities to apply continuous improvement and quality-management practices.