Assistant Manager: Quality Assurance

Job Title: Assistant Manager: Quality Assurance

Location: Sandton, Johannesburg, South Africa (Onsite) Job Type: Fixed-Term / Permanent

About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world’s fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We’re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you’re passionate about driving quality at scale, building high-performing teams, and shaping customer experience through insight and governance, you’ll feel right at home here.

Position Overview

We are seeking a detail-oriented and driven Assistant Manager: Quality Assurance to support the delivery and governance of quality across our operations. This role is responsible for managing QA Team Leaders and Analysts, ensuring consistent application of quality frameworks, and driving continuous improvement initiatives.

Reporting to the QA Manager, you will play a key role in strengthening quality processes, supporting operational performance, and ensuring alignment with client and regulatory standards. This is an onsite leadership role requiring strong analytical capability, people management, and cross-functional collaboration.

Key Responsibilities

Quality Governance & Oversight

● Support the implementation and management of quality assurance frameworks, standards, and processes. ● Ensure consistency, accuracy, and objectivity in quality monitoring across teams and channels. ● Monitor compliance with client requirements, SLAs, and internal quality standards.

Team Leadership & Capability Development

● Manage and support QA Team Leaders and Analysts to ensure high performance and engagement. ● Conduct performance reviews, provide feedback, and support professional development. ● Build capability within the QA function through coaching, mentoring, and calibration.

Performance Analysis & Insight Delivery

● Analyse quality metrics and performance data to identify trends, risks, and improvement opportunities. ● Translate insights into actionable recommendations to improve service delivery and customer experience.

Process Improvement & Continuous Enhancement

● Identify opportunities to improve quality processes, frameworks, and reporting. ● Drive and support continuous improvement initiatives across operations. ● Collaborate with operational teams to address root causes and implement sustainable solutions.

Reporting & Documentation

● Ensure accurate documentation of quality activities, including audits, reports, and performance data. ● Prepare and present quality reports to senior stakeholders, highlighting key insights and recommendations.

Compliance & Audit

● Ensure all QA processes align with company policies, regulatory requirements, and client standards. ● Conduct audits and support governance processes to maintain compliance and quality assurance integrity.

Customer Experience & Issue Resolution

● Support the resolution of quality-related issues and customer complaints. ● Partner with operations to improve customer experience outcomes based on QA insights.

Cross-Functional Collaboration

● Work closely with Operations, Training, HR, and other departments to align on performance improvement initiatives. ● Support broader business objectives through quality-led insights and recommendations.

Qualifications

Essential:

● Minimum of 3–5 years’ experience in quality assurance within a BPO or contact centre environment. ● At least 2–4 years’ experience in a supervisory or assistant management role. ● Strong knowledge of quality frameworks, scorecards, and performance metrics. ● Strong leadership and people management capability. ● Excellent analytical and problem-solving skills. ● Strong communication and stakeholder engagement skills. ● Ability to manage multiple priorities and work effectively under pressure.

Preferred:

● Bachelor’s degree in Business Administration, Quality Management, or a related field. ● Experience with quality monitoring tools and reporting systems. ● Exposure to project management methodologies (e.g., Agile). ● Relevant certifications (e.g., Six Sigma, Quality Management).

What We Offer

● Work Model: Onsite role based in Sandton, Johannesburg. ● Development: Leadership and quality management training programmes. ● Career Growth: Opportunities to progress into QA Manager and senior leadership roles. ● Culture: A collaborative, insight-driven, and performance-focused environment. ● Perks/Benefits: Health insurance, retirement benefits, and additional employee benefits.

Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.