Head of Quality Assurance

2 weeks ago

Umhlanga, South Africa Outworx Full time

**Role Purpose**

**Key Responsibilities**
- Lead and manage QA teams across multiple business units, campaigns, and clients.
- Review QA dashboards, scorecards, and calibration outputs to identify trends and escalate issues.
- Ensure daily/weekly calibration sessions are aligned with client and operational expectations.
- Validate QA reports and present insights to BU leaders, clients, and executive forums.
- Monitor QA trends and initiate corrective actions for performance gaps.
- Represent QA in client meetings, governance forums, and leadership discussions.
- Ensure compliance with ISO standards, POPIA, GDPR, and internal policies.
- Drive QA automation, digitalisation, and continual improvement initiatives.
- Oversee QA system performance and adoption of analytics tools.
- Provide strategic QA input into new campaign launches and operational decisions.

**Qualifications & Experience**
- Bachelor’s degree in Business, Quality Management, Compliance, or related field (NQF 7).
- Advanced certification in QA, Compliance, or Risk (e.g., ISO Lead Auditor, Six Sigma).
- 8-10 years in QA or related field, with 5+ years in a senior leadership role.
- Proven experience in a global/BPO environment managing QA across multiple units.
- Strong background in risk, compliance, audit, and digital QA tools.

**Skills & Competencies**
- Strategic QA design and implementation.
- Leadership, coaching, and people management.
- Client engagement and stakeholder influence.
- Analytical thinking and data-driven decision-making.
- Change leadership and innovation in QA.
- Excellent communication across all levels, including Exco and clients.
- Risk-based decision-making and cross-functional collaboration.

**Why Join Us?**
- Be part of a forward-thinking organisation committed to quality excellence.
- Influence strategic decisions and drive innovation in QA.
- Work with global clients and high-performing teams.
- Competitive remuneration and leadership development opportunities.

AA/EE COMMITMENT:
Work Location: In person

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