Senior Group Manager - Transactional Quality and Training

Location: Newlands Terraces 8, Cape Town, South Africa

Company

hirify.global, part of Capgemini, provides AI-powered intelligent operations and transformation solutions for more than 700 clients across 10 industries.

What you will do

• Lead integrated Training and Transaction Quality teams supporting client accounts.
• Connect quality findings, root cause analysis, customer feedback, training needs, curriculum updates, and coaching interventions.
• Plan and monitor new-hire, cross-skill, up-skill, refresher, and leadership-development programs.
• Own the quality assurance framework, including sampling, evaluation forms, scoring, calibration, audits, and compliance governance.
• Deploy digital learning, simulation, AI-assisted content and assessment, speech and text analytics, automated sampling, and dashboarding.
• Represent Training and Quality in client governance, business reviews, transitions, expansions, and new-business activities.

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 for contact centre and back-office processes.
• Experience with training digitalization and analytics- or AI-led quality assurance.
• Working knowledge of Six Sigma, Lean, Agile, quality management systems, COPC, ISO, and relevant regulatory requirements.
• Strong data storytelling, executive communication, problem-solving, and stakeholder-management skills.

Culture & Benefits

• Focus on measurable business performance, compliance, customer experience, productivity, and cost improvements.
• Opportunity to develop high-performing teams and succession pipelines.
• Work across operations, transitions, solutions, bid teams, clients, and support functions.
• Exposure to innovative technology and best practices in learning and quality assurance.