About The Role

Set the Standard. Lead the Change. Drive Quality Excellence.

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.

What You’ll Be Responsible For

QA Strategy & Governance

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.

Reporting, Risk & Stakeholder Management

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

People Leadership & Development

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.

Technology & Continuous Improvement

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.

Requirements

What You’ll Need

Matric
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.
A proven track record of driving continuous improvement and operational excellence.

Benefits

Comprehensive Health and Wellness: Free access to Kaelo Health Medical Insurance, Financial Wellness Support, Mental Health Counselling and on-site Pharmacy with an in-house Nurse
Top-Tier Resources and Amenities: Work with world-class technology, enjoy three in-house restaurants and take advantage of discounted grocery staples

Ready to Lead Quality at Scale?
Apply now and take quality to the next level at Rewardsco.
Click this link to apply via our Careers Portal: https://www.rewardscocareers.com/search-jobs/