Quality Assurance Manager

, South Africa’s leading online retailer, is looking for a highly talented Quality Assurance Manager to join our team.

We are a young, dynamic, hyper‑growth company looking for smart, creative, hard‑working people with integrity to join us!

Think you've been challenged before? Think again!

• Scale: Over 4 million happy shoppers shop online on  and 2.7 million on Mr
  
  D. Show them what you can do.
• Learn: We work with the best of the best. Work alongside leaders and upskill in record time.
• Grow: Expand your career in the fast‑growing Takealot Group:  and Mr
  
  D. We like to promote from within: here's your chance.

Who’s who in the space

The position reports to the Group Head of Customer & Business Support
.

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.

• 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
• 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

• 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

• 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
• 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
• 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