About the position
Role purpose:
A forward-thinking company (committed to quality excellence) requires a mature Head of Quality Assurance to lead their QA function across their organisation. The incumbent should be dynamic and well versed in influencing strategic decisions and driving innovation in QA.
Working with global clients and high-performing teams, this role is pivotal in ensuring the delivery of exceptional client and customer experiences while embedding robust quality standards into their operations.
The successful candidate will translate organisational strategy into business unit-specific QA frameworks, define assurance methodologies, and collaborate with operations, compliance, and clients to drive quality excellence.
Responsibilities:
- Lead and manage QA teams across multiple business units, campaigns, and clients
- Review QA dashboards, scorecards, and calibration outputs to identify trends and escalate issues
- Ensure daily/weekly calibration sessions are aligned with client and operational expectations
- Validate QA reports and present insights to BU leaders, clients, and executive forums
- Monitor QA trends and initiate corrective actions for performance gaps
- Represent QA in client meetings, governance forums, and leadership discussions
- Ensure compliance with ISO standards, POPIA, GDPR, and internal policies
- Drive QA automation, digitalisation, and continual improvement initiatives
- Oversee QA system performance and adoption of analytics tools
- Provide strategic QA input into new campaign launches and operational decisions
Requirements:
- Bachelor's degree in Business, Quality Management, Compliance, or related field (NQF 7)
- Advanced certification in QA, Compliance, or Risk (e.g., ISO Lead Auditor, Six Sigma)
- 8-10 years in QA or related field, with 5+ years in a senior leadership role
- Proven experience in a global/BPO environment managing QA across multiple units
- Strong background in risk, compliance, audit, and digital QA tools
- Strategic QA design and implementation
- Leadership, coaching, and people management
- Client engagement and stakeholder influence
- Analytical thinking and data-driven decision-making
- Change leadership and innovation in QA
- Excellent communication across all levels, including Exco and clients
- Risk-based decision-making and cross-functional collaboration
Desired Skills:
- Qualty Assurance
- Contact centre
- Retail
- Compliance
- Risk
- QA implementation
- Cross-functional
- Business process outsourcing
- Campaigns
- Customer service
Desired Work Experience:
- 5 to 10 years Quality Control
Desired Qualification Level:
