Senior QA Leader for Large-Scale BPO Operations

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

Benefits offered by this job

Kaelo Health Medical Insurance

Financial Wellness Support

Mental Health Counselling

On-site Pharmacy

In-house Nurse

Three in-house restaurants

Discounted groceries

Job summary

Rewardsco is seeking an experienced Quality Assurance Manager to lead the QA function across a large-scale BPO environment in KwaZulu-Natal. You will shape QA strategy, governance and scorecards while driving compliance and continuous improvement.

In this senior role, you will manage QA across multiple campaigns and clients, develop teams, and implement data-driven quality monitoring and dashboards to improve customer outcomes and operational excellence.

Qualifications

• Minimum 5 years' experience in a Quality Assurance Manager role within a BPO/contact centre environment.
• Proven experience managing QA 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.
• A proven track record of driving continuous improvement and operational excellence.

Responsibilities

• Develop and continuously improve QA strategy, frameworks, policies and procedures.
• Establish QA standards across campaigns, clients and units.
• Own governance of QA scorecards, scripts and standards.
• Provide senior leadership with visibility of quality performance, compliance risks, trends and corrective actions.
• Lead QA teams, coaching and competency development.
• Drive data-driven quality monitoring and dashboards.
• Increase QA coverage through automation and data insights.
• Manage quality requirements across multiple clients and campaigns.

Skills

QA Management

BPO/Contact Centre

Data analytics

Stakeholder engagement

Leadership & coaching

Process improvement

Education

Matric

Tools

QA dashboards

Automation tooling

Job description

Rewardsco is seeking an experienced Quality Assurance Manager to lead the QA function across a large-scale BPO environment in KwaZulu-Natal. You will shape QA strategy, governance and scorecards while driving compliance and continuous improvement.

In this senior role, you will manage QA across multiple campaigns and clients, develop teams, and implement data-driven quality monitoring and dashboards to improve customer outcomes and operational excellence.