Consultant: Quality Assurance and Insights at Capitec Bank

Purpose Statement

• To champion quality and operational excellence by leveraging technology, automation, and insights. This role identifies improvement opportunities, collaborates with stakeholders to implement change, and continuously monitors impact—ensuring that processes, systems, and service delivery evolve to meet business needs in a fast-paced, high-performance environment.

Experience
Min:

• 3-5yrs experience as a quality analyst / quality assurance in a client service environment. 
• Experience of collaboration across multiple and diverse teams.
• Project and change management experience 

Ideal:  

• Amazon connect, Sales Force and Speech analytics experience

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• Bachelor's Degree in Business Engineering or Business Administration
• A relevant tertiary qualification in Quality Management

Knowledge
Min:

• Deep and broad knowledge of the business area and specific domain, function or department.
• Quality management systems, tools and methodologies
• Data analysis and interpretation
• Fundamentals of behaviour change
• Change management methods, practices and tools
• Understanding of requirements, specifications and technical design
• Project management methodology 

Skills

• Analytical Skills
• Attention to Detail
• Change Management Skills
• Communications Skills
• Interpersonal & Relationship management Skills
• Problem solving skills
• Project Management Skills (Methodolgy Specific)