Head of Quality and 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

We are seeking an experiencedHead of Quality and Training to lead and elevate quality assurance and learning strategies within a fast‑paced BPO environment. This is a senior leadership role responsible for driving operational excellence, ensuring client satisfaction, and building high‑performing QA and Training teams.

Reporting directly to the EVP of Operations and Administration Development, this role blends strategic leadership with hands‑on execution and innovation.

What You’ll Do

Leadership & Strategy

• Define and execute the Quality and Training strategy aligned with business goals and client expectations
• Lead, mentor, and develop QA Analysts, Trainers, and Training Supervisors
• Partner closely with Operations, HR, and Client Services to drive performance
• Support and implement AI‑driven tools to enhance quality, training, and efficiency

Quality Assurance

• Oversee QA frameworks, audits, scorecards, and calibration processes
• Analyze performance data to identify trends, gaps, and improvement opportunities
• Drive corrective action plans and continuous improvement initiatives
• Leverage AI‑powered analytics for insights and performance optimization

Training & Development

• Design and deliver onboarding, upskilling, and leadership training programs
• Ensure training content meets client and operational requirements
• Measure training effectiveness through assessments and performance metrics
• Promote AI‑enabled learning tools to personalize and accelerate development

Client & Compliance

• Act as a key point of contact for clients on quality and training matters
• Ensure compliance with contracts, regulations, and industry best practices
• Prepare and present performance reports to clients and senior leadership
• Lead quality and training onboarding for new programs and lines of business

Hands‑On Engagement

• Participate in calibrations, audits, client, and process reviews
• Support operational development and innovation initiatives

What We’re Looking For

• Bachelor’s degree in business, Operations Management, or related field (preferred)
• 5+ years of experience leading Quality and Training teams in a BPO or contact center
• Proven experience creating and facilitating training programs
• Strong leadership and cross‑functional collaboration skills
• Advanced analytical and reporting capabilities
• Experience using AI tools and analytics platforms
• Excellent communication and presentation skills
• Strong proficiency in Microsoft Excel and MS Office
• Ability to travel locally or internationally (approximately 10–20%)

Why Join Us?

• Lead quality and training at a strategic level
• Be part of an organization embracing innovation and AI
• High‑impact role with visibility to senior leadership and clients
• Opportunity to shape teams, processes, and performance

Apply now and help us set the standard for quality and training excellence!

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.