Senior QA Leader - BPO, Data-Driven Quality Governance

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

Benefits offered by this job

Kaelo Health Insurance

On-site Pharmacy

In-house restaurants

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.
• Manage quality requirements across multiple clients, campaigns, products and operational teams.
• Identify, upscale 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.
• 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.
• 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.

Skills

QA Strategy & Governance

Stakeholder Engagement

Data Analytics

Leadership & Development

Process Improvement

Compliance Knowledge

Education

Matric

Job description

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.