Quality Assurance Team Leader

Job Title: QA Team Leader (DD)

Location: Johannesburg, South Africa (Onsite)

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world's fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We're not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you'll feel right at home here.

Position Overview

The QA Team Leader (DD) operates under the supervision of the Quality Manager and is accountable for driving quality control across the assigned campaign. This role is responsible for the day-to-day leadership and development of Quality Analysts, ensuring quality standards are consistently met and upheld.

The QA Team Leader identifies gaps and breaches within quality systems, reports actionable insights, and embeds a culture of continuous improvement. This role works closely with internal stakeholders such as Operations and Training and participates in client-facing quality engagements, including calibrations and reviews.

Key Responsibilities

Quality Leadership & Team Management

• Manage the day-to-day performance and delivery of Quality Analysts.
• Measure, inspect, and evaluate QA performance against agreed deliverables.
• Conduct regular coaching sessions and performance management discussions.
• Support and develop QAs through structured one-on-ones and monthly performance reviews.
• Drive accountability, engagement, and quality excellence within the QA team.

Quality Assurance & Continuous Improvement

• Test, monitor, and report on gaps within existing quality systems.
• Identify quality breaches and support corrective and preventative actions.
• Review current processes and identify opportunities for improvement.
• Promote a continuous improvement mindset through insight-led initiatives.

Reporting, Insights & Stakeholder Engagement

• Ensure completion of all quality reporting for WBR, MBR, and QBR purposes.
• Translate quality data into meaningful insights and recommendations.
• Collaborate with Operations, Training, and other internal teams to align performance standards.
• Initiate and participate in stakeholder meetings, including client calls and calibrations.
• Build and maintain strong professional relationships with internal and external stakeholders.

Qualifications

Essential

• Matric.
• Proven leadership experience.

Preferred / Advantageous

• Leadership and coaching-related qualifications.
  Studying towards or in possession of:
• • Quality assurance or quality improvement certification.
• Statistics-related qualification.
• Project management qualification.

Experience

• 1–2 years' experience in a Team Leader or people leadership role.
• 2–3 years' experience within a Business Process Outsourcing (BPO) environment.
• Minimum of 1 year's experience working with data and business insights.

Essential Skills & Competencies

Technical & Analytical

• Advanced MS Office skills (Excel, Word, PowerPoint).
• Advanced Google Workspace (G-Suite) proficiency.
• Advanced presentation and report writing capability.
• Strong analytical skills with the ability to translate data into actionable insights.
• Working understanding of AI and automation technologies.

Leadership & Behavioural

• Strong people management, coaching, and mentoring skills.
• Excellent verbal and written communication.
• High emotional intelligence and resilience under pressure.
• Strong decision-making, problem-solving, and change management skills.
• Detail-oriented, deadline-driven, and commercially aware.
• Strategic and tactical thinker with an innovative mindset.
• Adaptable, proactive, and committed to continuous learning.
• Ability to influence, lead, and consistently raise quality standards.

What We Offer

• Work Model: Onsite working aligned to campaign requirements.
• Development: Ongoing leadership development and career progression opportunities.
• Culture: A collaborative, people-first environment focused on quality and performance.
• Impact: Direct influence on quality outcomes within a key client campaign.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.