Quality Assurance Manager

Purpose of the role:

• Lead the design, implementation, and governance of a unified Quality Management System and Customer Experience framework across all contact center operations. Transform quality assurance from a reactive audit function into a proactive, structured performance engine that drives measurable improvement in customer satisfaction,operational efficiency, and compliance standards while ensuring consistent service delivery across voice, digital, and back-office channels.

Your mission, should you choose to accept it:

Quality Framework & Standards Management

• Design and govern a comprehensive, center-wide Quality Management System aligned to business objectives and customer experience standards
• Standardize call structures, calibration disciplines, and scoring methodologies across all customer interaction channels
• Embed clear quality standards and performance expectations across voice, digital, email, and back-office operations
• Ensure compliance with internal policies, regulatory requirements, and industry quality standards

Performance Intelligence & Analytics

• Convert quality assurance data into actionable operational intelligence that drives strategic decision-making
• Lead root cause analysis initiatives across process,behavioral, and system gaps to identify improvement opportunities
• Drive measurable uplift in CSAT, FCR, accuracy, compliance, and overall customer experience metrics through data-driven insights

Team Leadership & Capability Development

• Lead, develop, and performance-manage Quality Leaders, Analysts, and specialist team members across multiple operational areas
• Embed structured coaching frameworks and feedback mechanisms aligned to quality insights and performance improvement goals
• Build a culture of quality ownership that extends beyond the QA function into all customer-facing teams and operations

Strategic Partnership & Commercial Alignment

• Partner with senior operational leaders to align quality standards, metrics, and improvement initiatives to business objectives
• Present actionable dashboards, insights, and recommendations to executive stakeholders and operational management teams
• Align quality metrics and performance indicators to financial outcomes, productivity targets, and commercial objectives
• Support strategic planning processes with data-led recommendations and quality performance forecasting

Risk Management & Governance

• Ensure sampling accuracy, audit integrity, and statistical validity across all quality measurement and assessment processes
• Identify and mitigate systemic risks in customer interactions, transactional processes, and service delivery mechanisms
• Design and implement preventative control structures while maintaining adherence to compliance and data protection standards

Deliverables

• Comprehensive Quality Management System with standardized frameworks, processes, and performance measurement protocols
• Quality performance dashboards and executive reporting system with actionable insights and trend analysis
• Structured improvement plans with measurable CSAT, FCR, and operational efficiency enhancement targets
• Calibration and scoring methodology frameworks ensuring consistency across all quality assessment activities
• Quality team capability development program with clear role definitions, competency requirements, and progression pathways
• Risk mitigation and compliance framework addressing operational, regulatory, and customer experience requirements
• Root cause analysis reports and corrective action plans that drive sustainable performance improvements

Qualifications & Experience:

• Bachelor’s degree in Quality Management, Business Administration, Industrial Engineering, or related field
• Postgraduate qualification in Quality Management, Customer Experience, or Operations Management preferred
• Quality Management certification (ISO 9001 Lead Auditor, Six Sigma Black Belt, or equivalent) essential
• Contact Centre Manager qualification (NQF Level 5) or Quality Manager qualification (NQF Level 6) advantageous
• Professional certification in Customer Experience (CCXP) or Contact Center Management (CIAC) preferred
• 7-10+ years progressive experience in Quality Assurance or Customer Experience within contact center or scaled operational environments
• 3-5+ years in senior leadership positions managing multi-layered quality teams and cross-functional improvement initiatives
• Proven track record delivering measurable improvements in customer satisfaction, compliance, and operational accuracy metrics
• Experience leading structured improvement initiatives using Lean, Six Sigma, or similar methodologies
• Strong background in contact center operations, customer service delivery, and quality management systems
• Experience implementing quality frameworks across voice, digital, and omnichannel customer interaction platforms
• Demonstrated expertise in stakeholder management at senior executive level with commercial and operational leadership teams

The skills we need:

• Strategic thinking with ability to translate quality insights into business outcomes and operational performance improvements
• Data analysis and statistical expertise to interpret quality metrics, identify trends, and drive evidence-based decision making
• Leadership and people development skills with proven ability to build high-performing quality assurance teams
• Change management capabilities to drive quality culture transformation and embed sustainable improvement practices
• Commercial acumen with understanding of customer experience economics and the financial impact of quality performance
• Problem-solving and root cause analysis expertise using structured methodologies and continuous improvement principles
• Expert knowledge of quality management systems, contact center operations, and customer experience measurement frameworks
• Advanced proficiency in quality assurance tools, workforce management systems, and data analytics platforms
• Strong understanding of South African regulatory requirements, compliance standards, and data protection legislation
• Excellent presentation and communication skills with ability to influence senior stakeholders and operational management
• Proficiency in statistical analysis, process improvement methodologies, and quality measurement techniques
• Advanced knowledge of customer experience metrics (CSAT, NPS, CES, FCR) and their operational and commercial drivers