Quality Assurance Manager

IGT Solutions; Wes-Kaap; On-site; ZAR 650,000 - 1,000,000; Full time

Job summary

A leading company in the BPO sector is seeking a Quality Assurance Manager to enhance the quality efforts in their contact center. The ideal candidate will bring extensive experience in QA leadership, with a strong focus on the airline or travel industry. This role involves collaborating with international teams to drive quality metrics, develop QA talent, and ensure top-notch service delivery. Candidates must be adept in quality frameworks like COPC and Six Sigma, with exceptional analytical skills, capable of leading in a fast-paced environment.

Qualifications

• 3-5+ years in QA leadership role within BPO/contact center.
• Experience in airline/travel is a strong plus.
• Proven track record in developing and scaling QA teams.

Responsibilities

• Drive the site’s quality agenda aligned with global objectives.
• Manage QA teams and lead quality reviews.
• Analyze quality metrics to identify performance trends.

Skills

Analytical skills

Decision-making

Stakeholder management

Excellent communication

Leadership

Tools

COPC

Six Sigma

Job description

Quality Assurance Manager – Airline (BPO)

Location: Cape Town, South Africa

Language: English only

We are looking for a Quality Assurance Manager to lead and elevate the Quality function in our 24/7 BPO contact center. A background in the airline or travel industry is highly advantageous. You will work closely with our International Quality team and local site leadership to execute and evolve the quality strategy, ensuring best-in-class customer service delivery.

Key Responsibilities

• Drive the site’s quality agenda in alignment with global and regional quality objectives.
• Manage and develop a team of 10+ Quality Evaluators and Team Leaders.
• Lead client-facing quality reviews, calibrations, and operational business updates.
• Champion a strong quality culture across operations, ensuring excellence is embedded in every interaction.
• Analyze quality metrics and customer insights to identify performance trends, risk areas, and coaching needs.
• Collaborate cross-functionally with Operations, Training, and WFM to improve service delivery and process efficiency.
• Maintain and evolve quality frameworks, standards, and compliance requirements.
• Monitor bottom-quartile performance and develop targeted action plans for improvement.
• Own the implementation of corrective measures and continuous improvement initiatives.
• Support the onboarding and development of QA staff through structured learning and development programs.
• Use quality tools and methodologies (e.g., COPC, Six Sigma) to elevate service performance.
• Build strong relationships with internal stakeholders and clients to align on quality expectations and success outcomes.

Requirements

• 3–5+ years in a QA leadership role within a BPO or contact center environment.
• Airline or travel industry experience is a strong plus.
• Experience managing large or remote QA teams across multiple geographies.
• Strong knowledge of quality management systems, tools, and frameworks (e.g., COPC, Six Sigma).
• Exceptional analytical and decision-making skills; able to interpret large datasets and customer feedback.
• Proven track record in stakeholder management, including client-facing roles.
• Demonstrated leadership ability in developing, mentoring, and scaling QA teams.
• Comfortable working in a fast-paced, client-driven, and continuously evolving environment.
• Excellent communication, reporting, and presentation skills.
• Fluency in English is essential.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.