Quality Lead: Lead & Elevate 15-20 QA Analysts

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

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.