Quality Assurance Manager

Rewardsco; Umhlanga Rocks; On-site; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Kaelo Health Medical Insurance

Financial Wellness Support

Mental Health Counselling

On-site Pharmacy

In-house Nurse

Three in-house restaurants

Discounted groceries

Job summary

Rewardsco is seeking an experienced Quality Assurance Manager to lead the QA function across a large-scale BPO environment in KwaZulu-Natal. You will shape QA strategy, governance and scorecards while driving compliance and continuous improvement.

In this senior role, you will manage QA across multiple campaigns and clients, develop teams, and implement data-driven quality monitoring and dashboards to improve customer outcomes and operational excellence.

Qualifications

• Minimum 5 years' experience in a Quality Assurance Manager role within a BPO/contact centre environment.
• Proven experience managing QA within a BPO operation of 5,000 seats or greater - essential.
• Demonstrated experience developing and implementing QA strategies, frameworks, governance structures and scorecards.
• Experience managing quality across multiple campaigns, clients and operational teams.
• Strong understanding of compliance, risk management and regulatory requirements within a BPO environment.
• Proven experience leading, coaching and developing QA teams.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Experience with QA technology, automation, dashboards and data-driven quality monitoring.
• Strong stakeholder engagement and communication skills, including experience engaging with senior leadership and clients.
• A proven track record of driving continuous improvement and operational excellence.

Responsibilities

• Develop and continuously improve QA strategy, frameworks, policies and procedures.
• Establish QA standards across campaigns, clients and units.
• Own governance of QA scorecards, scripts and standards.
• Provide senior leadership with visibility of quality performance, compliance risks, trends and corrective actions.
• Lead QA teams, coaching and competency development.
• Drive data-driven quality monitoring and dashboards.
• Increase QA coverage through automation and data insights.
• Manage quality requirements across multiple clients and campaigns.

Skills

QA Management

BPO/Contact Centre

Data analytics

Stakeholder engagement

Leadership & coaching

Process improvement

Education

Matric

Tools

QA dashboards

Automation tooling

Job description

Set the Standard. Lead the Change. Drive Quality Excellence.

Rewardsco is looking for an experienced Quality Assurance Manager to lead the strategic and operational direction of our Quality Assurance function across a large-scale BPO environment.

This is a high-impact leadership role for a quality professional who can operate at scale, build robust QA frameworks, drive governance and compliance, and use technology, data and insights to continuously improve customer and operational outcomes.

What You'll Be Responsible For

QA Strategy & Governance

• Develop and continuously improve the organisation-wide QA strategy, frameworks, policies and procedures.
• Establish consistent quality standards and governance across campaigns, clients and business units.
• Ensure QA methodologies align with contractual, regulatory, compliance and business requirements.
• Own the governance and approval of QA scorecards, scripts and quality standards.
• Ensure QA processes are documented, auditable and consistently applied.

Reporting, Risk & Stakeholder Management

• Manage quality requirements across multiple clients, campaigns, products and operational teams.
• Identify, escalation and remediate critical compliance breaches and emerging quality risks.
• Lead calibration processes across QA, Operations, Training, Compliance, CRM and client stakeholders.
• Manage QA disputes and appeals, ensuring clear processes, turnaround times and escalation procedures.
• Analyse quality trends, disputes and overturned findings to identify root causes and drive corrective action.
• Provide senior leadership with clear visibility of quality performance, compliance risks, trends and corrective actions.

People Leadership & Development

• Lead, coach and develop QA teams to deliver consistently high standards.
• Establish effective training, coaching, calibration and competency assessment programmes.
• Build a culture of accountability, consistency, accuracy and continuous improvement.
• Establish scalable QA structures capable of supporting high-volume sales, service and customer interaction environments.

Technology & Continuous Improvement

• Drive the adoption of technology, automation and data-driven quality monitoring.
• Identify opportunities to increase QA coverage and reduce reliance on traditional sample-based manual monitoring.
• Develop meaningful QA dashboards and executive reporting across campaigns and clients.
• Use data and insights to identify opportunities for process optimisation and improved customer experience.
• Ensure QA reporting is accurate, timely and supported by appropriate data validation.

What You'll Need

• Matric
• Minimum 5 years' experience in a Quality Assurance Manager role within a BPO/contact centre environment.
• Proven experience managing Quality Assurance within a BPO operation of 5,000 seats or greater - essential.
• Demonstrated experience developing and implementing QA strategies, frameworks, governance structures and scorecards.
• Experience managing quality across multiple campaigns, clients and operational teams.
• Strong understanding of compliance, risk management and regulatory requirements within a BPO environment.
• Proven experience leading, coaching and developing QA teams.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Experience with QA technology, automation, dashboards and data-driven quality monitoring.
• Strong stakeholder engagement and communication skills, including experience engaging with senior leadership and clients.
• A proven track record of driving continuous improvement and operational excellence.

• Comprehensive Health and Wellness: Free access to Kaelo Health Medical Insurance, Financial WellnessSupport, Mental Health Counselling and on-site Pharmacy with an in-house Nurse
• Top-Tier Resources and Amenities: Work with world-class technology, enjoy three in-house restaurants andtake advantage of discounted grocery staples

Closing Date : 04 September 2026

By applying for this role you are accepting Rewardsco's Terms andConditions. Click here to view them: