Head of Quality Assurance

About the role

We’re looking for an experienced Head of Quality Assurance to join a growing contact centre in Durban. This senior role will own the QA function, building and improving quality standards across multiple clients and campaigns.

Key responsibilities

• Lead and develop the QA team.
• Manage QA across inbound and outbound campaigns.
• Create and improve QA processes and scorecards.
• Ensure quality standards meet client requirements.
• Work closely with clients on QA reporting and calibration.
• Review performance data and identify improvement areas.
• Collaborate with Operations and Training teams to boost performance.
• Support new client launches and implement QA processes.
• Develop a strong culture of quality across the business.

Required profile

• Previous senior QA management experience within a contact centre.
• Experience managing QA across inbound and outbound operations.
• Strong understanding of QA processes, scorecards and calibration.
• Proven ability to manage and develop a QA team.
• Excellent communication and stakeholder management skills.
• Comfortable in a fast‑paced, growing environment.
• Willingness to work across different time zones when required.
• Must currently reside in Durban (relocators not considered).

What we offer

• Senior leadership position within a growing contact centre.
• Opportunity to build and shape the QA function.
• Work with a range of international clients.
• Potential for progression as the business expands.