Contact Centre Qa Manager

Skillzpage; Gauteng; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading company in marketing data generation is seeking a Quality Assurance Manager to oversee QA processes across local and US branches. The role involves developing strategies, monitoring quality, and collaborating with teams to enhance customer satisfaction. Ideal candidates will have strong leadership skills, a minimum of 3 years of QA experience, and proficiency in QA methodologies. Join a dynamic team focused on quality and innovation.

Qualifications

• Minimum of 3 years QA experience.
• Experience in BPO environments; international experience in the USA is a plus.

Responsibilities

• Develop and implement a comprehensive QA strategy.
• Lead, mentor, and train QA teams.
• Ensure compliance with US industry regulations.

Skills

Leadership

Analytical

Problem-Solving

Communication

English

Tools

Quality Management Systems (QMS)

Statistical Analysis Tools

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 , leads monthly.

Our clients include Financial Services, Banking, Debt Consolidation, Telecommunications, and Lending industries. In , 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

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