Quality Assurance Specialist

About the role

We are looking for a Quality Assurance Specialist to join our Customer Service team in Johannesburg. In this position you will embed quality standards into every customer interaction, drive continuous improvement and help the business deliver world‑class service.

Key responsibilities

• Implement ISO standards and DHL policies, ensuring team awareness and compliance.
• Conduct call evaluations, root‑cause analysis and quarterly COE audits.
• Lead calibration sessions with supervisors to maintain consistent quality measurement.
• Coach supervisors and team leaders on service gaps, deliver workshops and one‑on‑one coaching.
• Collaborate with the CS Training Manager to identify training needs, coordinate induction training and track compliance with NQF standards.
• Analyse trends, compile weekly/monthly QA reports and recommend process improvements.
• Maintain up‑to‑date policies, procedures and working instructions.

Required profile

• Experience in quality assurance or quality control within a call‑centre or customer‑service environment.
• Familiarity with ISO standards, COE guidelines and quality management frameworks.
• Strong analytical skills with the ability to perform root‑cause analysis.
• Excellent coaching and communication abilities to develop supervisors and teams.
• Ability to work collaboratively with training and operations functions.

Required skills