Quality Assurance Manager

Takealot.com , South Africa’s leading online retailer, is looking for a highly talented Quality Assurance Manager to join our team.

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us!

Think you’ve been challenged before? Think again!

• Scale: Over 4 million happy shoppers shop online on takealot.com and 2.7 million on Mr D. Show them what you can do.
• Learn: We work with the best of the best. Work alongside leaders and upskill in record time.
• Grow: Expand your career in the fast-growing Takealot Group: Takealot.com and Mr D. We like to promote from within: Here's your chance.

Who’s who in the space

The position reports to the Group Head of Customer & Business Support .

Purpose of the role:

Lead the design, implementation, and governance of a unified Quality Management System and Customer Experience framework across all contact center operations. Transform quality assurance from a reactive audit function into a proactive, structured performance engine that drives measurable improvement in customer satisfaction,operational efficiency, and compliance standards while ensuring consistent service delivery across voice, digital, and back-office channels.

Your mission, should you choose to accept it:

Quality Framework & Standards Management

• Design and govern a comprehensive, center-wide Quality Management System aligned to business objectives and customer experience standards
• Standardize call structures, calibration disciplines, and scoring methodologies across all customer interaction channels
• Embed clear quality standards and performance expectations across voice, digital, email, and back-office operations
• Ensure compliance with internal policies, regulatory requirements, and industry quality standards

Performance Intelligence & Analytics

• Convert quality assurance data into actionable operational intelligence that drives strategic decision-making
• Lead root cause analysis initiatives across process,behavioral, and system gaps to identify improvement opportunities
• Drive measurable uplift in CSAT, FCR, accuracy, compliance, and overall customer experience metrics through data-driven insights

Team Leadership & Capability Development

• Lead, develop, and performance-manage Quality Leaders, Analysts, and specialist team members across multiple operational areas
• Embed structured coaching frameworks and feedback mechanisms aligned to quality insights and performance improvement goals
• Build a culture of quality ownership that extends beyond the QA function into all customer-facing teams and operations

Strategic Partnership & Commercial Alignment

• Partner with senior operational leaders to align quality standards, metrics, and improvement initiatives to business objectives
• Present actionable dashboards, insights, and recommendations to executive stakeholders and operational management teams
• Align quality metrics and performance indicators to financial outcomes, productivity targets, and commercial objectives
• Support strategic planning processes with data-led recommendations and quality performance forecasting

Risk Management & Governance

• Ensure sampling accuracy, audit integrity, and statistical validity across all quality measurement and assessment processes
• Identify and mitigate systemic risks in customer interactions, transactional processes, and service delivery mechanisms
• Design and implement preventative control structures while maintaining adherence to compliance and data protection standards

Deliverables

• Comprehensive Quality Management System with standardized frameworks, processes, and performance measurement protocols
• Quality performance dashboards and executive reporting system with actionable insights and trend analysis
• Structured improvement plans with measurable CSAT, FCR, and operational efficiency enhancement targets
• Calibration and scoring methodology frameworks ensuring consistency across all quality assessment activities
• Quality team capability development program with clear role definitions, competency requirements, and progression pathways
• Risk mitigation and compliance framework addressing operational, regulatory, and customer experience requirements
• Root cause analysis reports and corrective action plans that drive sustainable performance improvements

Qualifications & Experience:

• Bachelor’s degree in Quality Management, Business Administration, Industrial Engineering, or related field
• Postgraduate qualification in Quality Management, Customer Experience, or Operations Management preferred
• Quality Management certification (ISO 9001 Lead Auditor, Six Sigma Black Belt, or equivalent) essential
• Contact Centre Manager qualification (NQF Level 5) or Quality Manager qualification (NQF Level 6) advantageous
• Professional certification in Customer Experience (CCXP) or Contact Center Management (CIAC) preferred
• 7-10+ years progressive experience in Quality Assurance or Customer Experience within contact center or scaled operational environments
• 3-5+ years in senior leadership positions managing multi-layered quality teams and cross-functional improvement initiatives
• Proven track record delivering measurable improvements in customer satisfaction, compliance, and operational accuracy metrics
• Experience leading structured improvement initiatives using Lean, Six Sigma, or similar methodologies
• Strong background in contact center operations, customer service delivery, and quality management systems
• Experience implementing quality frameworks across voice, digital, and omnichannel customer interaction platforms
• Demonstrated expertise in stakeholder management at senior executive level with commercial and operational leadership teams

The skills we need:

• Strategic thinking with ability to translate quality insights into business outcomes and operational performance improvements
• Data analysis and statistical expertise to interpret quality metrics,