QA Team Lead - Elevate Quality & CX (Cape Town)

boomerangsa; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Career growth

Leadership development

Exposure to senior management

Continuous learning

Performance-driven environment

Meaningful impact on quality

Job summary

Boomerang SA in Cape Town is seeking a QA Lead to manage the quality assurance team and uphold governance across processes. You will drive coaching, calibration, and data-driven improvements to enhance customer experience and compliance.

The role requires onsite work, strong QA background in contact centres, and leadership excellence to close performance gaps and deliver high-quality outcomes.

Qualifications

• Grade 12 / Matric completed.
• Minimum 3 years’ QA experience in a contact centre/BPO.
• Minimum 2 years leading or supervising a QA team.
• Quality monitoring, calibrations, coaching, reporting and governance experience.
• Strong analytical, communication, problem-solving, Excel and stakeholder-management skills.
• On-site in Cape Town with ability to juggle multiple priorities.

Responsibilities

• Lead and manage the QA team to ensure high performance and continuous development.
• Oversee quality governance, scorecards, SOPs and client requirements.
• Drive calibration and evaluation accuracy; manage disputes and Check the Checker process.
• Analyse QA data to identify trends and opportunities for improvement; coach with Operations and Training.

Skills

QA Leadership

Quality governance

Stakeholder management

Analytical skills

Communication

Problem solving

Coaching

Quality monitoring

Education

Grade 12 / Matric

Tools

Excel

Job description

Boomerang SA in Cape Town is seeking a QA Lead to manage the quality assurance team and uphold governance across processes. You will drive coaching, calibration, and data-driven improvements to enhance customer experience and compliance.

The role requires onsite work, strong QA background in contact centres, and leadership excellence to close performance gaps and deliver high-quality outcomes.