Job Description

JOB PURPOSE

We are seeking an experienced Quality Assurance (QA) Team Manager to lead our QA Team within a high-performance debt collection call centre environment. The purpose of this role is to ensure consistently high levels of call quality and customer experience, with strong adherence to company standards, policies, and compliance requirements. The QA Team Manager will play a critical role in supporting the achievement of collection targets by identifying performance gaps, highlighting training and coaching needs, and driving continuous improvement to strengthen overall company collections performance.

QUALIFICATIONS & EXPERIENCE REQUIRED

Minimum Matric qualification is mandatory. Tertiary qualification or management course is an advantage. Minimum

2-3 years' experience in a QA leadership role

within a

debt collection call centre

environment. Strong working knowledge of collections processes, scripts, and regulatory requirements (e.g., POPIA, NCA, DCA). Proven ability to lead, coach, and motivate a team. Understanding of performance management and disciplinary procedures. Working experience with MS Office, QA tools, and call recording systems.

COMPETENCIES & SKILLS REQUIRED

Ability to work under pressure. Effective interpersonal and communication skills (verbal and written) Excellent analytical, reporting, and problem-solving skills. Excellent organisational, planning and time management skills. High attention to detail, accuracy, and objectivity. Proven ability to meet targets and deadlines. Strong leadership, coaching, and team development abilities Strong stakeholder management abilities. Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness. Taking accountability and responsibility.

If you have not been contacted within 2 weeks, please consider your application as unsuccessful.

Job Types: Full-time, Permanent

Pay: From R13000,00 per month

Application Question(s):

What is your current or most recent remuneration package?
Experience:

Debt Collection QA Leadership: 2 years (Required) Debt Collection Call Centre: 2 years (Preferred)
Work Location: In person