Quality Assurance Manager

Location: Cape Town, South Africa; hybrid working model

Company

hirify.global is a leading South African online retailer operating within the Takealot Group alongside Mr D.

What you will do

• Design and govern a unified Quality Management System and customer experience framework across contact center operations.
• Standardize call structures, calibration practices, scoring methodologies, and quality standards across voice, digital, email, and back-office channels.
• Turn quality data into operational intelligence through dashboards, trend analysis, root cause analysis, and executive reporting.
• Lead Quality Leaders, Analysts, and specialist team members while embedding structured coaching and feedback frameworks.
• Partner with senior operational and executive stakeholders to align quality metrics with customer satisfaction, productivity, financial, and commercial outcomes.
• Manage sampling accuracy, audit integrity, statistical validity, compliance, data protection, and preventative risk controls.

Requirements

• Bachelor’s degree in Quality Management, Business Administration, Industrial Engineering, or a related field.
• Quality Management certification such as ISO 9001 Lead Auditor or Six Sigma Black Belt is essential.
• 7–10+ years of progressive experience in Quality Assurance or Customer Experience within contact center or scaled operational environments.
• 3–5+ years of senior leadership experience managing multi-layered quality teams and cross-functional improvement initiatives.
• Strong experience with contact center operations, omnichannel quality frameworks, customer experience metrics, and quality management systems.
• Advanced capabilities in data and statistical analysis, process improvement, stakeholder management, compliance, and South African data protection requirements.

Nice to have

• Postgraduate qualification in Quality Management, Customer Experience, or Operations Management.
• Contact Centre Manager qualification at NQF Level 5 or Quality Manager qualification at NQF Level 6.
• Professional certification in Customer Experience such as CCXP or Contact Center Management such as CIAC.

Culture & Benefits

• Flexible total remuneration package.
• Hybrid work environment with collaboration across teams.
• Mentorship, Naspers Tech Community access, and online learning through MyAcademy, Udacity, Coursera, and other platforms.
• Staff discount, birthday leave, regular social events, and free parking.
• Choice of work equipment, including Mac or Windows and monitor preferences.
• Confidential counselling, legal support, and financial guidance.