Call Centre - QA Process Manager

SUMMARY:
Umhlanga - Are you a quality-driven call centre leader within the financial services sector looking to make a lasting impact on service excellence? Take the next step in your career by driving compliance and operational consistency in a dynamic, high-performing environment as a Quality Assurance Process Manager

POSITION INFO:
Our client is a well-established and respected provider within the South African Financial Services sector, specialising in Employee Benefits, Retirement Funds, and Investments. They are committed to delivering exceptional client service and maintaining the highest standards of regulatory compliance.

The Quality Assurance Process Manager will be responsible for overseeing quality monitoring, customer experience, complaints resolution, and training governance across the call centre. This permanent, full-time role based in Durban focuses on standardising processes and uplifting service standards across all member and client interactions.

Key Responsibilities

• Develop, maintain, and execute QA frameworks and scorecards across telephone, email, and written channels while ensuring alignment with Treating Customers Fairly (TCF) principles.
• Analyse satisfaction data to identify root causes of service gaps and champion a culture of accountability.
• Oversee the end-to-end complaints process, act as a point of escalation for complex queries, and maintain accurate regulatory registers.
• Identify knowledge gaps and facilitate refresher training, coaching, and calibration sessions for team leaders and agents.
• Review, document, and standardise call centre workflows to enhance efficiency and alignment with broader business operations.
•  Track and report on key metrics (such as CSAT, FCR, and turnaround times) and present performance trends to senior management.

Requirements

• Matric is essential; a relevant tertiary qualifications/ certification is high advantageous. (COB/RE5/FAIS)
• Minimum of 5 years of experience in a Team Leader, Senior Team Leader, or Quality Assurance Manager role within a call center environment.
• Experience within financial services, employee benefits, retirement funds, or investments is highly advantageous.
• Advanced proficiency in MS Excel (including pivot tables, formulas, and dashboards) alongside sound knowledge of MS Office.

Attributes

• Strong leadership, coaching, and people management capabilities.
• Analytical mindset with exceptional problem-solving abilities and attention to detail.
• Process-orientated with the resilience to manage pressure and tight deadlines.

Remuneration