Quality Assurance Team Leader

Recruiter:

HR Genie

Job Ref:

QA TL

Date posted:

Friday, May 15, 2026

Location:

Umhlanga Ridge, South Africa

Salary:

R12k per month

SUMMARY:
Quality Assurance Team Leader

POSITION INFO:

Quality Assurance Team Leader

We are seeking an experienced and detail-oriented Quality Assurance Team Leader to oversee quality processes within our BPO environment. The successful candidate will manage QA performance, conduct audits, coach staff, identify areas for improvement, and ensure compliance with both client and company standards, driving operational excellence throughout the team.

Key Responsibilities:

Lead and manage the QA team to maintain consistent monitoring standards
Conduct call audits and quality evaluations across various campaigns
Deliver coaching and constructive feedback to agents to enhance performance
Identify trends, training gaps, and opportunities for operational improvement
Prepare and present detailed quality reports to management
Ensure compliance with company processes and client requirements
Assist in the creation and maintenance of QA scorecards and processes
Collaborate closely with clients and Operations teams to improve overall performance

Qualifications:

Matric certificate or equivalent qualification

Experience:

Previous experience in a Quality Assurance role within the BPO sector
Minimum of 2 years’ leadership or Team Leader experience within a quality department

Essential Skills and Attributes:

Strong understanding of KPIs and quality standards
Excellent communication and coaching abilities
High attention to detail and strong reporting skills
Ability to thrive in a fast-paced, target-driven environment
Proficiency in Microsoft Excel and reporting tools
Experience in client interaction and stakeholder management

Working Hours:

09:00–18:00 / 10:00–19:00

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