Head of Quality Assurance

We’re looking for an experienced Head of Quality Assurance to join a growing contact centre in Durban.

This is a senior role where you’ll take ownership of the QA function, helping to build and improve quality standards across multiple clients and campaigns.

Salary between R90,000 - R110,00 Per month (Dependent on experience)

You’ll be responsible for:

• Leading and developing the QA team
• Managing QA across both inbound and outbound campaigns
• Creating and improving QA processes and scorecards
• Making sure quality standards meet client requirements
• Working closely with clients on QA, reporting and calibration
• Reviewing performance data and identifying areas for improvement
• Working with Operations and Training teams to improve performance
• Supporting new client launches and putting QA processes in place
• Developing a strong culture of quality across the business

• Previous Senior QA management experience within a contact centre
• Experience managing QA across inbound and outbound operations
• Strong understanding of QA processes, scorecards and calibration
• Experience managing and developing a QA team
• Strong communication and stakeholder management skills
• Comfortable working in a fast-paced, growing environment
• Flexible to work across different time zones when required
• You must currently be living in Durban, relocators not currently being considered

• Senior leadership position within a growing Contact Centre
• Opportunity to build and shape the QA function
• Work with a range of international clients
• Opportunity for progression as the business grows