Job Description

Role Purpose

We are seeking a dynamic and strategic

Head of Quality Assurance

to lead our QA function across the organisation. This role is pivotal in ensuring the delivery of exceptional client and customer experiences while embedding robust quality standards into our operations. The successful candidate will translate organisational strategy into business unit-specific QA frameworks, define assurance methodologies, and collaborate with operations, compliance, and clients to drive quality excellence.

Key Responsibilities

Lead and manage QA teams across multiple business units, campaigns, and clients. Review QA dashboards, scorecards, and calibration outputs to identify trends and escalate issues. Ensure daily/weekly calibration sessions are aligned with client and operational expectations. Validate QA reports and present insights to BU leaders, clients, and executive forums. Monitor QA trends and initiate corrective actions for performance gaps. Represent QA in client meetings, governance forums, and leadership discussions. Ensure compliance with ISO standards, POPIA, GDPR, and internal policies. Drive QA automation, digitalisation, and continual improvement initiatives. Oversee QA system performance and adoption of analytics tools. Provide strategic QA input into new campaign launches and operational decisions.

Qualifications & Experience

Bachelor's degree in Business, Quality Management, Compliance, or related field (NQF 7). Advanced certification in QA, Compliance, or Risk (e.g., ISO Lead Auditor, Six Sigma). 8-10 years in QA or related field, with 5+ years in a senior leadership role. Proven experience in a global/BPO environment managing QA across multiple units. Strong background in risk, compliance, audit, and digital QA tools.

Skills & Competencies

Strategic QA design and implementation. Leadership, coaching, and people management. Client engagement and stakeholder influence. Analytical thinking and data-driven decision-making. Change leadership and innovation in QA. Excellent communication across all levels, including Exco and clients. Risk-based decision-making and cross-functional collaboration.

Why Join Us?

Be part of a forward-thinking organisation committed to quality excellence. Influence strategic decisions and drive innovation in QA. Work with global clients and high-performing teams. Competitive remuneration and leadership development opportunities.
AA/EE COMMITMENT:

Outworx is an equal opportunity employer and is committed to the principles of Employment Equity. Preference will be given to candidates in line with our AA/EE plan and designated groups as defined in the Employment Equity Act

Job Type: Full-time

Work Location: In person