Head of Quality & AI-Driven Training

Redial BPO; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading BPO company in Johannesburg is seeking an experienced Head of Quality and Training to lead quality assurance and training strategies. This senior role requires overseeing QA teams, driving operational excellence, and ensuring client satisfaction. Candidates should have over 5 years of experience in a similar role, strong leadership skills, and be proficient in AI-driven tools and analytics. Join us to shape effective training programs and processes while engaging with senior leadership.

Benefits

Opportunity to shape teams and processes

High-impact role

Visibility to senior leadership

Qualifications

• 5+ years of experience leading Quality and Training teams in a BPO or contact center.
• Proven experience creating and facilitating training programs.
• Ability to travel locally or internationally (approximately 10–20%).

Responsibilities

• Define and execute the Quality and Training strategy aligned with business goals.
• Oversee QA frameworks, audits, and performance data analysis.
• Design and deliver onboarding, upskilling, and leadership training programs.
• Act as a key point of contact for clients on quality and training matters.

Skills

Leadership

Analytical skills

Training program creation

Cross-functional collaboration

AI tools and analytics

Communication skills

Proficiency in Microsoft Excel

Education

Bachelor's degree in business or Operations Management

Tools

Microsoft Office

AI tools

Job description

A leading BPO company in Johannesburg is seeking an experienced Head of Quality and Training to lead quality assurance and training strategies. This senior role requires overseeing QA teams, driving operational excellence, and ensuring client satisfaction. Candidates should have over 5 years of experience in a similar role, strong leadership skills, and be proficient in AI-driven tools and analytics. Join us to shape effective training programs and processes while engaging with senior leadership.