QA Lead: Customer Experience & Process Excellence

TP; Wes-Kaap; On-site; ZAR 900,000 - 1,150,000; Full time

Benefits offered by this job

Excel and SharePoint proficiency

Leadership coaching and development

Job summary

TP South Africa is seeking an experienced Quality Assurance Assistant Manager to lead a team of Quality Specialists and drive quality standards across multiple units and locations from Cape Town. The role focuses on data-driven insights to improve customer experience and business performance, with responsibilities spanning audits, reporting, calibration and process excellence.

The ideal candidate will have strong leadership, analytical thinking, and collaboration skills, with Lean Six Sigma

Qualifications

• Matric / Grade 12 or equivalent.
• Proven experience in Quality Assurance / Quality Management.
• Experience leading or managing a team.
• Strong experience in quality reporting, auditing, calibration and performance improvement.
• Experience creating and maintaining SOPs and process documentation.
• Lean Six Sigma Yellow Belt would be advantageous.
• Strong Microsoft Office skills, particularly Excel and SharePoint.
• Ability to work independently in a fast-paced environment.
• Excellent communication, stakeholder management and presentation skills.
• Experience in a customer service or contact centre environment.

Responsibilities

• Lead and manage a team of Quality Specialists, providing direction, coaching and performance support.
• Manage the quality auditing process, reporting and governance across multiple operational units.
• Analyse quality and operational data to identify performance trends, risks and improvement opportunities.
• Own and facilitate regular calibration sessions to ensure consistency and accuracy across Quality Specialists.
• Standardise and distribute quality reporting in line with global requirements.
• Provide clear insights into key performance drivers and identify the levers that can improve results.
• Partner with Operations to identify coaching requirements and drive targeted performance improvement.
• Develop, document and maintain quality processes, standards and SOPs.
• Drive the implementation of technical quality and auditing solutions, including automated reporting and tools.
• Support the development and maintenance of associate-facing quality and resource materials.
• Prepare detailed reporting and analysis, including trends against previous periods, forecasts, risks and opportunities.
• Lead quality improvement initiatives from concept through to implementation and measurement of results.
• Drive the development of robust quality coaching and training processes to support continuous improvement.
• Identify and implement best practices across the wider TP network.
• Work collaboratively with global business teams to improve customer experience, product quality and operational performance.
• Identify opportunities to expand quality practices beyond traditional customer experience measures.
• Act as a key stakeholder in continuous improvement and process excellence initiatives.

Skills

Leadership & People Management

Analytical & Critical Thinking

Solution Orientation

Process Excellence

Communication

Collaboration

Change & Influence

Entrepreneurial Mindset

Open-Mindedness

Emotional Intelligence

Education

Matric / Grade 12 or equivalent

Tools

Excel

SharePoint

Job description

TP South Africa is seeking an experienced Quality Assurance Assistant Manager to lead a team of Quality Specialists and drive quality standards across multiple units and locations from Cape Town. The role focuses on data-driven insights to improve customer experience and business performance, with responsibilities spanning audits, reporting, calibration and process excellence.

The ideal candidate will have strong leadership, analytical thinking, and collaboration skills, with Lean Six Sigma