Head of Quality Assurance

Cactus Search; Durban; Presencial; ZAR 1.004.000 - 1.228.000; Jornada completa

Descripción de la vacante

Cactus Search in Durban is seeking an experienced Head of Quality Assurance to lead the QA function across multiple campaigns. This senior role owns QA strategy, processes, and scorecards, and partners with clients to ensure top-quality delivery.

You will develop and mentor a QA team, drive calibration, and collaborate with Operations and Training to raise performance. Durban-based, on-site leadership opportunity.

Formación

• Senior QA management experience within a contact centre.
• Experience managing QA across inbound and outbound operations.
• Strong understanding of QA processes, scorecards and calibration.
• Ability to work across different time zones when required.
• Must currently be living in Durban; relocations not considered.

Responsabilidades

• Lead and develop the QA team.
• Manage QA across inbound and outbound campaigns.
• Create and improve QA processes and scorecards.
• Ensure quality standards meet client requirements.
• Collaborate with clients on QA, reporting and calibration.
• Review performance data and identify areas for improvement.
• Work with Operations and Training to improve performance.
• Support new client launches and implement QA processes.
• Develop a strong culture of quality across the business.

Conocimientos

Senior QA management

QA management

BI & WFM

Stakeholder management

Communication

Descripción del empleo

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

What We’re Looking For

• Previous Senior QA management experience within a contact centre
• Experience managing QA across inbound and outbound operations
• Experienced managing BI & WFM departments
• 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

What’s on Offer

• 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