Quality Assurance Manager

Cactus Search; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading recruitment firm is seeking an experienced Quality Assurance Manager to lead and improve quality standards within a high-volume contact centre in Durban. This role demands active engagement in ensuring exceptional customer experiences and operational excellence. You will manage a team of Quality Analysts and focus on performance improvement and compliance with quality standards. A competitive salary of 45,000R per month plus bonuses is offered, requiring availability for the US Eastern time zone.

Qualifications

• 3–5 years’ experience in a Quality Assurance leadership role within a contact centre environment.
• Proven experience managing QA teams in a high-volume operation.
• Strong understanding of contact centre KPIs and customer experience metrics.

Responsibilities

• Develop, implement, and manage the Quality Assurance framework for the contact centre.
• Lead, coach, and manage a team of Quality Analysts.
• Monitor and evaluate customer interactions across multiple channels.

Skills

Analytical skills

Stakeholder management

Experience with QA tools

Problem-solving skills

Communication abilities

Job description

We are seeking an experienced Quality Assurance Manager to lead and continuously improve quality standards within a high-volume contact centre environment in Durban. This role is critical in ensuring exceptional customer experience, operational excellence, and compliance with internal and external standards.

This role is fully onsite paying a competitive salary of 45,000R per month plus bonus

Our client has a 24/7 operation and these roles will specifically be focused on US Eastern time zone (4pm – 1am SA time)

Key Responsibilities

• Develop, implement, and manage the Quality Assurance framework for the contact centre
• Lead, coach, and manage a team of Quality Analysts
• Monitor and evaluate customer interactions across multiple channels (voice, email, chat, etc.)
• Analyse QA data and trends to identify performance gaps and improvement opportunities
• Partner with Operations, Training, and Leadership teams to drive performance improvement plans
• Ensure compliance with regulatory, contractual, and internal quality standards
• Deliver regular reporting, insights, and recommendations to senior stakeholders
• Drive a culture of continuous improvement and customer-centricity

Minimum Requirements

• 3–5 years’ experience in a Quality Assurance leadership role within a contact centre environment ideally Backoffice functions
• Proven experience managing QA teams in a high-volume operation
• Strong understanding of contact centre KPIs, quality frameworks, and customer experience metrics
• Excellent analytical, reporting, ticketing and problem-solving skills
• Strong stakeholder management and communication abilities
• Experience with QA tools, scorecards, and calibration processes

Nice to Have

• Experience in BPO or international contact centre environments
• Exposure to compliance-driven environments