Quality Assurance Supervisor (Call Centre)
On-site · Roodepoort, Gauteng, South Africa
Roodepoort, Gauteng, South AfricaOn-siteFull TimeMid LevelHigh School Or EquivalentSmall
Type
Full Time
Level
Mid Level
Education
High School Or Equivalent
Company size
Small
Job Summary
Lead and manage a QA team in a Johannesburg call-center context, defining QA frameworks and cross-country quality standards, overseeing call evaluations, audits, and RCA; build executive dashboards and present trend-driven insights to Executives; drive data-driven initiatives to uncover organizational trends and improve performance; coordinate calibration sessions and follow-up action plans, while handling team administration and ensuring adherence to quality expectations across the organization.
Required Qualifications
- Completed high school education (required)
- Bachelor’s degree in administrative or human‐focused areas (preferred)
- English proficiency at B2+ level (required)
- MS Office experience
- 2 years as a call center agent
- 1+ year as a call center supervisor/team leader
- Experience managing QA initiatives and processes
- 1 year of QA Analyst experience
- Experience with call monitoring software and quality KPI management
- Flexible availability within a broad operational schedule, including weekends as needed
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