Quality Assurance Team Lead

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 looking for an extraordinary Quality Assurance Team Lead to join our motivated and ambitious team in Durban.

What Will You Do?

As a Quality Assurance Team Lead, you will lead and support the day-to-day Quality Assurance activities of the team to ensure quality standards are consistently maintained, customer experience is improved, and performance gaps are addressed. You will work closely with Operations and Training to identify quality, process, and knowledge gaps, drive performance improvement, and ensure delivery against client expectations.

In This Position You Will

• Lead and support the QA team to achieve daily and weekly audit targets and quality objectives
• Monitor call, chat, and email audits to ensure adherence to quality standards and client requirements
• Review QA performance and identify recurring quality, process, and knowledge gaps
• Conduct calibration sessions with QA, Operations, and Training teams
• Drive root cause analysis (RCA) and support corrective action plans
• Provide effective feedback and coaching to QA Analysts to improve audit accuracy and consistency
• Track QA scores, audit completion, compliance, and other key quality metrics
• Ensure adherence to client SLAs, KPIs, and quality standards
• Prepare regular QA reports and highlight key trends, risks, and improvement opportunities
• Partner with Operations and Training to translate QA insights into targeted coaching and training actions
• Support continuous improvement initiatives and the implementation of quality processes and SOPs
• Ensure consistency and accuracy in the application of QA guidelines and scorecards
• Monitor and support key quality metrics, including QA scores, audit completion, CSAT/VOC, FCR, compliance, and calibration accuracy
• Identify opportunities to improve coaching effectiveness and corrective action outcomes
• Maintain accurate QA documentation, reports, and performance records
• Support the QA team in meeting client expectations and overall program quality objectives
• Other duties as assigned

Who You Are

Ideal candidates for this position will be proactive, analytical, dependable, and passionate about delivering high-quality customer experiences. We are seeking an experienced QA professional who can effectively lead and coach a team, analyze quality data, identify performance gaps, and partner with cross-functional teams to drive continuous improvement.

To be considered, candidates are expected to have the following:

Required Qualifications

• Strong understanding of Quality Assurance processes in a BPO or Customer Support environment
• At least 2 years of experience in Quality Assurance, preferably within a BPO or Customer Support environment
• Strong analytical and problem-solving skills, with the ability to identify trends and root causes
• Strong communication, coaching, and stakeholder management skills
• Experience conducting call, chat, and/or email audits, providing feedback, and coaching QA Analysts or operational teams
• Experience with quality monitoring, scoring, reporting, and performance management
• Proficiency in Microsoft Excel, Google Sheets, and/or QA tools
• Ability to manage multiple priorities, meet deadlines, and lead a team effectively
• Strong attention to detail and commitment to quality
• Ability to work effectively with Operations, Training, and other cross-functional teams
• Strong understanding of customer experience and contact center quality metrics, including CSAT, VOC, FCR, compliance, and audit scores

Preferred Qualifications

• Graduate or Postgraduate degree preferred
• At least 1 year of team leadership or supervisory experience
• Previous experience as a QA Team Lead, QA Supervisor, or similar quality leadership role
• Experience conducting calibration sessions with QA, Operations, and Training teams
• Experience with international voice and non-voice processes
• Experience working with call, chat, and email quality monitoring
• Experience with root cause analysis (RCA), corrective action plans, and continuous improvement initiatives
• Experience preparing and presenting QA performance reports and trend analysis
• Experience working directly with clients or supporting client-specific quality requirements
• Strong coaching and mentoring skills with the ability to improve QA accuracy and consistency
• Experience with quality management platforms, scorecards, and contact center technologies

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.