Team Leader: Quality Assurance & Insights – Operational Delivery
Are you an energetic and self-motivated individual with a passion for service in the banking industry? Capitec Bank is looking for a Team Leader for Quality Assurance & Insights to join their Operational Delivery team in Bellville, Western Cape. This is an excellent opportunity to lead a dedicated team and make a significant impact on service delivery.
About the Role
As the Team Leader for Quality Assurance & Insights, you will be responsible for leading a functional team within Operational System Support. Your key responsibilities will include prioritising and overseeing work within the Business Support Center (BSC). You will also act as a subject matter expert, providing valuable and actionable insights that will help shape decision-making and improve service delivery across the BSC, ensuring all activities align with the department’s strategic objectives and standards.
Who We’re Looking For
Experience
- Minimum 3-5 years’ experience in Quality Management or a related field within an innovative environment.
- Minimum 3 years’ experience leading a team in a fast-paced environment.
- Proven experience in stakeholder relationship engagement and management.
- Demonstrated ability to deliver results in a high-performing, continuous development setting.
- Experience managing large teams and complex projects.
- Proficiency in Amazon Connect or similar speech analytics tools.
Qualifications
Minimum:
- Grade 12 National Certificate / Vocational
- A relevant qualification in Business Administration or Project Management
Ideal or Preferred:
- Bachelor’s Degree in AWS Data Analytics Speciality or Project Management
- A relevant degree in Information Technology
Knowledge
- Understanding of regulatory requirements and compliance standards specific to an operational environment.
- Basic knowledge of data analytics.
- Strong grasp of people/team leadership practices and principles.
- Familiarity with general operations management practices, as well as stakeholder and client management.
- Knowledge of HR principles and processes.
- Understanding of client service principles and practices.
- Experience liaising with third-party providers.
Skills
- Analytical Skills
- Attention to Detail
- Communication Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Decision-making Skills
- Influencing Skills
- Interpersonal & Relationship Management Skills
- Leadership Skills
- Negotiation Skills
- Planning, Organising and Coordination Skills
- Presentation Skills
- Problem-solving Skills
- Project Management Skills (Methodology Specific)
- Reporting Skills
Important Information
- You must have a clear criminal and credit record to be considered for this position.
Capitec is committed to diversity and aims to support its employment equity goals through all appointments where feasible.
How to Apply
To join the Capitec Bank team as a Team Leader for Quality Assurance & Insights, please follow these two important steps:
- Step 1: Complete an Online Assessment. To get a feel for life at Capitec and complete a short assessment, please visit: Capitec Online Assessment.
- Step 2: Finalise Your Application. Once you have successfully completed the assessment, finalise your application by clicking the ‘Apply now’ button on the official Capitec careers portal: Apply for Team Leader Position.
To apply for this job please visit careers.capitecbank.co.za.
