Head of Operational Quality

What being part of the Sigma Family means for you

Head of Operational Quality

Sigma Connected are looking for a subject matter expert in the operational delivery of FCA regulated Quality Assurance KPI's in large scale Outsourced Contact Centre environments. To work collaboratively with internal and external client stakeholders from SLT level to Operational managers. This role involves educating, sharing best practice, process and control design, and taking a lead to develop and drive action plans that deliver results.

The Opportunity:

Job title: Head of Operational Quality

Core hours: Monday to Friday 9am-6pm

Where you work: This Role is Flexible - Can be UK Based with Requirement to travel to Cape Town or alternatively permanently based in Cape Town.

Your salary: Competitive (to be discussed on application)

Who are the Sigma Family?

At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to , with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.

A bit more about the Opportunity

What Your Day-to-Day will Look Like:

You will utilise your subject matter expertise to develop best in class operational strategies that ensure client Quality Assurance targets are consistently exceeded within our Cape Town operations.

You will work with both internal and external client stakeholders. During these interactions, you will demonstrate deep knowledge of complex regulatory Quality Assurance requirements, and the operational activities and controls required to deliver best in class KPI performance.

You will provide assurance, build client confidence, and add value through solutions focused management of any risks and process changes, using your expertise in delivering complex quality outcomes to influence the development and rollout of appropriate operational controls that ensure our clients' Quality Scorecard targets are met or exceeded.

You will identify solutions to operational performance challenges and can lead implementation, gaining client confidence in our ability to overcome any hurdles e.g. delivering best in class speed to competency following significant changes to Quality and Compliance scoring frameworks.

You will take the lead to develop action and recovery plans working with internal stakeholders. You will also track performance and action completion, producing internal and externally facing reporting on delivery.

What amazing People will bring to the role

You will

You have 5+ years' experience as a senior operational leader within an FCA regulated environment and have a track record of successfully creating and implementing operational strategies and controls that deliver QA results. You are a compelling and authentic leader, with a collaborative working style and ability to create a positive, solutions focused operational atmosphere.

You embrace opportunities and challenges and turn them into successes. You have deep experience delivering complex and evolving operational quality targets within an FCA regulated environment and demonstrate this expertise with clients building confidence and trust. You are proactive and take on the opportunity to be at the forefront of developing client relationships and our long-term strategy for operational delivery. You have a demonstrable track record of delivering improvements in operational KPI performance for Customer Outcome measures, Consumer Duty Measures, Quality and Compliance Scorecard measures.

You have experience during your career history in a first line assurance role (e.g. Quality Assurance, first line controls, conduct risk management or similar). You have subject matter expertise delivering operational quality performance in FCA regulated consumer credit businesses and ideally also have a broader awareness of vulnerable customer management and consumer duty obligations across debt collections activity or insurance.

Simple and Straight Forward Recruitment.

We don't see the value in making candidates jump through hoops. Once you've sent us your CV, if we think we have a suitable position for you, we'll contact you for a short telephone conversation which may then lead to a formal interview.

If you like the sound of being part of the Sigma Family then don't wait and Apply