Quality Assurance Team Leader BAE

Lead and manage the QA team, ensuring high performance, accountability, engagement, and continuous development. Oversee quality governance and compliance, ensuring consistent application of scorecards, SOPs, client requirements, and QA standards. Drive calibration and evaluation accuracy by maintaining consistency, managing quality disputes, and overseeing the “Check the Checker” process. Analyse QA performance data to identify trends, root causes, risks, and opportunities for operational improvement. Partner with Operations and Training to drive effective coaching, close performance gaps, and improve customer experience and quality outcomes. Drive continuous improvement initiatives by implementing quality enhancements, process improvements, best practices, and innovative solutions. Requirements Must have completed Grade 12 / Matric – this is a mandatory requirement. Minimum 3 years’ experience in Quality Assurance within a contact centre/BPO environment. Minimum 2 years’ experience leading or supervising a QA team. Proven experience in quality monitoring, calibrations, coaching, reporting, and quality governance. Strong analytical, communication, problem-solving, Excel, and stakeholder-management skills. Must be able to work onsite in Cape Town and effectively manage multiple priorities in a fast-paced environment. Benefits Career growth and leadership development opportunities Exposure to senior management and key stakeholders Continuous learning and professional development Performance-driven and supportive working environment Opportunity to make a meaningful impact on quality and customer experience Strong Boomerang culture focused on Respect, Integrity, Professionalism and Having Fun