QA Team Lead: Elevate Quality & Coaching

UnifyCX; Ballito; On-site; ZAR 420,000 - 660,000; Full time

Job summary

UnifyCX is seeking an experienced Quality Assurance Team Lead to guide and mentor the QA group in Durban. You will oversee day-to-day QA activities, ensuring adherence to client SLAs and quality standards, while partnering with Operations and Training to close performance gaps.

The role requires strong leadership, excellent problem-solving, and proactive coaching to drive continuous improvement across call, chat, and email channels.

Qualifications

• Strong understanding of Quality Assurance processes in a BPO or customer support context.
• Minimum 2 years of QA experience in similar environments.
• Analytical and problem-solving skills with ability to identify trends.
• Excellent communication, coaching and stakeholder management.
• Experience with call/chat/email audits, QA scoring, and reporting.
• Proficiency in Excel/Sheets and QA monitoring tools.
• Ability to manage multiple priorities and lead a team.
• Understanding of CSAT, VOC, FCR metrics.

Responsibilities

• Lead and support QA team to meet daily and weekly audit targets.
• Monitor audits across call, chat, and email for quality adherence.
• Review QA performance and identify recurring gaps.
• Conduct calibration sessions with QA, Operations and Training.
• Drive root cause analysis and corrective action plans.
• Provide feedback and coaching to QA Analysts.
• Track QA scores, audit completion, and KPI trends.
• Prepare QA reports and highlight risks and opportunities.
• Collaborate to translate QA insights into coaching actions.
• Support continuous improvement of QA processes and SOPs.
• Maintain QA documentation and performance records.

Skills

Quality Assurance processes

Analytical thinking

Coaching & mentorship

Stakeholder management

Strong communication

Multitasking

Education

Graduate or Postgraduate degree preferred

Tools

Microsoft Excel

Google Sheets

QA tools

Job description

UnifyCX is seeking an experienced Quality Assurance Team Lead to guide and mentor the QA group in Durban. You will oversee day-to-day QA activities, ensuring adherence to client SLAs and quality standards, while partnering with Operations and Training to close performance gaps.

The role requires strong leadership, excellent problem-solving, and proactive coaching to drive continuous improvement across call, chat, and email channels.