# Quality Assurance Manager

> Rewardsco · Umhlanga, South Africa · Full-time · Posted 2026-08-28

**Workplace:** on_site

**Department:** Rewardsco Back Office & Support

## Description

**Set the Standard. Lead the Change. Drive Quality Excellence.**

Rewardsco is looking for an experienced **Quality Assurance Manager** to lead the strategic and operational direction of our Quality Assurance function across a **large-scale BPO environment**.

This is a high-impact leadership role for a quality professional who can operate at scale, build robust QA frameworks, drive governance and compliance, and use technology, data and insights to continuously improve customer and operational outcomes.

**What You’ll Be Responsible For**

**QA Strategy & Governance**

-   Develop and continuously improve the organisation-wide QA strategy, frameworks, policies and procedures.
-   Establish consistent quality standards and governance across campaigns, clients and business units.
-   Ensure QA methodologies align with contractual, regulatory, compliance and business requirements.
-   Own the governance and approval of QA scorecards, scripts and quality standards.
-   Ensure QA processes are documented, auditable and consistently applied.

**Reporting, Risk & Stakeholder Management**

-   Manage quality requirements across multiple clients, campaigns, products and operational teams.
-   Identify, escalate and remediate critical compliance breaches and emerging quality risks.
-   Lead calibration processes across QA, Operations, Training, Compliance, CRM and client stakeholders.
-   Manage QA disputes and appeals, ensuring clear processes, turnaround times and escalation procedures.
-   Analyse quality trends, disputes and overturned findings to identify root causes and drive corrective action.
-   Provide senior leadership with clear visibility of quality performance, compliance risks, trends and corrective actions.

**People Leadership & Development**

-   Lead, coach and develop QA teams to deliver consistently high standards.
-   Establish effective training, coaching, calibration and competency assessment programmes.
-   Build a culture of accountability, consistency, accuracy and continuous improvement.
-   Establish scalable QA structures capable of supporting high-volume sales, service and customer interaction environments.

**Technology & Continuous Improvement**

-   Drive the adoption of technology, automation and data-driven quality monitoring.
-   Identify opportunities to increase QA coverage and reduce reliance on traditional sample-based manual monitoring.
-   Develop meaningful QA dashboards and executive reporting across campaigns and clients.
-   Use data and insights to identify opportunities for process optimisation and improved customer experience.
-   Ensure QA reporting is accurate, timely and supported by appropriate data validation.

## Requirements

**What You’ll Need**

-   Matric
-   **Minimum 5 years’ experience in a Quality Assurance Manager role within a BPO/contact centre environment.**
-   **Proven experience managing Quality Assurance within a BPO operation of 5,000 seats or greater – essential.**
-   Demonstrated experience developing and implementing QA strategies, frameworks, governance structures and scorecards.
-   Experience managing quality across multiple campaigns, clients and operational teams.
-   Strong understanding of compliance, risk management and regulatory requirements within a BPO environment.
-   Proven experience leading, coaching and developing QA teams.
-   Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
-   Experience with QA technology, automation, dashboards and data-driven quality monitoring.
-   Strong stakeholder engagement and communication skills, including experience engaging with senior leadership and clients.
-   A proven track record of driving continuous improvement and operational excellence.

## Benefits

-   Comprehensive Health and Wellness: Free access to Kaelo Health Medical Insurance, Financial Wellness Support, Mental Health Counselling and on-site Pharmacy with an in-house Nurse
-   Top-Tier Resources and Amenities: Work with world-class technology, enjoy three in-house restaurants and take advantage of discounted grocery staples

**Ready to Lead Quality at Scale?**

**Apply now and take quality to the next level at Rewardsco.**

Click this link to apply via our Careers Portal: [https://www.rewardscocareers.com/search-jobs/](https://www.rewardscocareers.com/search-jobs/)

**Closing Date : 04 September 2026**

By applying for this role you are accepting Rewardsco’s Terms and Conditions. Click here to view them:

[https://www.rewardscocareers.com/wp-content/uploads/2025/01/Rewardsco-Group-Privacy-Policy.pdf](https://www.rewardscocareers.com/wp-content/uploads/2025/01/Rewardsco-Group-Privacy-Policy.pdf)

## Apply

[Apply at Rewardsco](https://apply.workable.com/rewardsco-3/j/3A9D5C989F/apply)

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