Quality Lead

amplify5; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

amplify5 is seeking a Quality Lead in Cape Town (Office-Based) to oversee a 15-20 member Quality Analysts team. You will own quality scoring, calibration, and reporting while driving continuous improvement across campaigns.

You will balance people development, operational excellence, and client-facing quality performance, reporting to the Senior Talent Development Manager. This hands-on leadership role focuses on measurable quality outcomes for clients.

Qualifications

• Proven experience leading a QA/Quality team in a contact centre or BPO environment.
• Strong understanding of call scoring methodologies and calibration processes.
• Experience presenting quality performance to senior stakeholders and clients.

Responsibilities

• Lead and develop a team of 15-20 Quality Analysts.
• Drive scoring accuracy and calibration consistency across campaigns.
• Produce automated insight reports for clients and internal stakeholders.
• Partner with Operations and Training teams to improve performance outcomes.
• Represent quality performance in internal and client review meetings.
• Continuously improve quality frameworks, processes and reporting.

Skills

Leadership

Coaching

Data analysis

Reporting

Stakeholder communication

Job description

Quality Lead | amplify5 Foreshore, Cape Town (Office-Based)

Are you an experienced Quality Leader with a passion for coaching teams, driving consistency, and turning data into meaningful client insights?

At amplify5, we're looking for a Quality Lead to oversee and develop a team of 15-20 Quality Analysts, ensuring quality is not just measured, but clearly demonstrated to both our clients and internal stakeholders.

Reporting to the Senior Talent Development Manager, you'll take ownership of quality scoring, calibration, reporting, and continuous improvement across multiple campaigns. This is a hands-on leadership role where you'll balance people development, operational excellence, and client-facing quality performance.

What you'll be doing:

• Leading and developing a team of 15-20 Quality Analysts
• Driving scoring accuracy and calibration consistency
• Producing high-quality automated insight reports for clients and stakeholders
• Partnering with Operations and Training teams to improve performance outcomes
• Representing quality performance in internal and client review meetings
• Continuously improving quality frameworks, processes, and reporting

What we're looking for:

• Proven experience leading a QA/Quality team in a contact centre or BPO environment
• Strong understanding of call scoring methodologies and calibration processes
• Experience presenting quality performance to senior stakeholders and clients
• Exceptional coaching and people leadership skills
• Strong analytical and reporting capability

Why amplify5?

We're Africa's fastest-growing outsourcer, built by former clients who wanted to redefine what great outsourcing looks like. You'll join a business where innovation, growth, and client outcomes matter more than bureaucracy.

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