Head of Quality Assurance

Cactus Search Ltd; Durban; On-site; ZAR 1,004,000 - 1,228,000; Full time

Job summary

We’re looking for an experienced Head of Quality Assurance to join a growing contact centre in Durban, taking ownership of the QA function across multiple clients and campaigns. You’ll lead the QA team, develop and implement QA processes and scorecards, ensure client requirements are met, and collaborate with clients on reporting, calibration and continuous improvement.

This senior leadership role offers a chance to shape the quality culture of the business and to drive performance improvements

Qualifications

• 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.

Responsibilities

• 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.

Skills

Senior QA management

Contact centre experience

QA processes

Scorecards

Stakeholder management

Job description

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
• 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