Quality Assurance Team Leader

Job Title: QA Team Leader

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 operates under the supervision of the Quality Manager and is accountable for driving quality control across assigned campaigns. This role focuses on the day-to-day leadership and development of Quality Analysts, ensuring quality standards are consistently achieved and maintained.

The QA Team Leader is responsible for identifying gaps and breaches within quality systems, reporting insights, and embedding a culture of continuous improvement. This is a leadership role that works closely with internal stakeholders, including Operations and Training, and regularly engages in client-facing quality discussions and calibrations.

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, performance management discussions, and corrective interventions where required.
• Support and develop QAs through structured one-on-ones and monthly performance reviews.
• Foster a high-performance, accountable, and quality-driven team culture.
  

Quality Assurance & Continuous Improvement

• Test, monitor, and report on gaps within existing quality systems.
• Identify breaches in quality standards and recommend corrective actions.
• Review and identify opportunities for new or improved processes.
• Drive a culture of continuous improvement through insight-led quality initiatives.

Reporting, Insights & Stakeholder Collaboration

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

Qualifications

Essential

• Matric.
• Demonstrated 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 Skills

• Advanced MS Office skills (Excel, Word, PowerPoint).
• Advanced Google Workspace (G-Suite) proficiency.
• Advanced report writing and presentation skills.
• Ability to analyse large data sets and translate insights into actionable outcomes.
• Understanding of AI and automation technologies.

Leadership & Behavioural Competencies

• People management, coaching, and mentoring capability.
• Strong interpersonal, communication, and stakeholder management skills.
• High emotional intelligence and resilience under pressure.
• Strong decision-making, problem-solving, and change management capability.
• Deadline-driven with a high attention to detail.
• Strategic and tactical thinking with strong commercial awareness.
• Adaptable, innovative, and continuously learning.
• Ability to lead, influence, and raise quality standards consistently.

What We Offer

• Work Model: Onsite working, aligned to operational requirements.
• Development: Ongoing leadership development, coaching exposure, and career growth opportunities.
• Culture: A collaborative, people-first environment that values accountability, quality, and innovation.
• Impact: The opportunity to shape quality outcomes and performance across high-profile client campaigns.

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