QA Supervisor (Johannesburg, South Africa)

Location: Roodepoort, South Africa (On-site)

Department: Operations

Position Type: Management – Full Time About the Role

We are expanding our global Operations organization and seeking a Strategic Quality Assurance Supervisor for our Johannesburg site. This role is ideal for a leader who thrives on data, analytics, and driving transformation.

Unlike typical QA leadership roles, your work will focus on trend analysis, strategic insights, dashboard creation, and presenting findings to Executives —not direct agent coaching. You will guide a QA team and partner closely with operations leaders to ensure quality excellence across the organization. Key Responsibilities Lead and manage QA Analysts, providing coaching and development. Define QA frameworks, SOPs, and cross‑country quality standards. Oversee call evaluations and ensure adherence to quality expectations. Conduct audits and identify operational gaps a...