Contact Centre QA Manager

Skillzpage; Roodepoort; On-site; ZAR 30 000 - 70 000; Full time

Job summary

An established industry player is seeking a skilled Quality Assurance Manager to oversee quality assurance processes across local and US branches. This role involves developing QA strategies, mentoring teams, and ensuring compliance with industry standards. With a focus on quality and customer satisfaction, the successful candidate will play a crucial role in the company's growth strategy. Join a dynamic team that values connection and innovation, and help shape the future of quality assurance in a fast-paced environment. If you have a passion for excellence and a proven track record in QA, this opportunity is perfect for you.

Qualifications

• Minimum of 3 years QA experience in a managerial role.
• Proficiency in QA methodologies, tools, and processes.

Responsibilities

• Develop and implement a comprehensive QA strategy.
• Lead, mentor, and train QA teams for high performance.
• Collaborate with teams to embed quality into all operations.

Skills

Leadership Skills

Analytical Skills

Problem-Solving

Communication Skills

QA Methodologies

Statistical Analysis

BPO Experience

Job description

Introduction

We are seeking a skilled Quality Assurance Manager to join our esteemed team.

About the Company :

We are a leader in marketing data generation and distribution, proudly based in South Africa. With over 20 years of industry experience, we have expanded across Africa and the United States, generating over 20 million customers and maintaining a flow of at least 600,000 leads monthly. Our clients include Financial Services, Banking, Debt Consolidation, Telecommunications, and Lending industries.

In 2023, we diversified into the US market, focusing on Lending (B2C and B2B), Healthcare, and Debt Settlement industries. Our US operations are part of an aggressive growth strategy using a lean, asset-light business model, aiming to become our largest market within three years.

Our core value is connection, facilitated through our innovative distribution platform that links clients to customers using smart data and world-class technology—delivering the right product at the right moment.

Job Overview :

The QA Manager will oversee quality assurance processes across our local and US branches and BPO partners, ensuring products and services meet quality standards. The role involves developing QA strategies, monitoring calls, and collaborating with stakeholders to improve quality and customer satisfaction.

Key Duties and Responsibilities :

1. Develop and implement a comprehensive QA strategy aligned with organizational and client needs.
2. Establish quality metrics and benchmarks to measure performance.
3. Lead, mentor, and train QA teams externally to ensure high performance and professional growth.
4. Conduct regular performance reviews and provide constructive feedback.
5. Define and maintain quality standards and processes.
6. Ensure compliance with US industry regulations and internal policies.
7. Investigate service failures to identify root causes and develop corrective and preventive actions.
8. Collaborate with product development, production, and customer service teams to embed quality into all operations.
9. Facilitate communication regarding quality issues and improvements across departments.

Experience :

1. Minimum of 3 years QA experience.
2. Leadership skills with team management and mentorship experience.
3. Proficiency in QA methodologies, tools, and processes.
4. Knowledge of Quality Management Systems (QMS).
5. Strong analytical, problem-solving, and communication skills.
6. Experience in BPO environments; international experience in the USA is a plus.
7. Familiarity with statistical analysis tools and methodologies.

Other :

Overtime may be required during peak periods or product launches.

If you meet the minimum requirements, please share your CV with us. If you do not hear from us within two weeks, please consider your application unsuccessful.

Required Experience : Manager

Key Skills : English, Helpdesk, Asset Management, Data Mining, Control Engineering, etc.

Employment Type : Full-Time

Vacancy : 1