Quality Assurance Manager

Takealot.com, South Africa’s leading online retailer, is looking for a highly talented Quality Assurance Manager to join our team.

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us!

Think you’ve been challenged before? Think again!

• Scale: Over 4 million happy shoppers shop online on takealot.com and 2.7 million on Mr D. Show them what you can do.
• Learn: We work with the best of the best. Work alongside leaders and upskill in record time.
• Grow: Expand your career in the fast-growing Takealot Group: Takealot.com and Mr D. We like to promote from within: Here's your chance.

Who’s who in the space

The position reports to the Group Head of Customer & Business Support.

Purpose of the role:

Lead the design, implementation, and governance of a unified Quality Management System and Customer Experience framework across all contact center operations. Transform quality assurance from a reactive audit function into a proactive, structured performance engine that drives measurable improvement in customer satisfaction,operational efficiency, and compliance standards while ensuring consistent service delivery across voice, digital, and back-office channels.

 

Your mission, should you choose to accept it:

Quality Framework & Standards Management

• Design and govern a comprehensive, center-wide Quality Management System aligned to business objectives and customer experience standards
• Standardize call structures, calibration disciplines, and scoring methodologies across all customer interaction channels
• Embed clear quality standards and performance expectations across voice, digital, email, and back-office operations
• Ensure compliance with internal policies, regulatory requirements, and industry quality standards

Performance Intelligence & Analytics

• Convert quality assurance data into actionable operational intelligence that drives strategic decision-making
• Lead root cause analysis initiatives across process,behavioral, and system gaps to identify improvement opportunities
• Drive measurable uplift in CSAT, FCR, accuracy, compliance, and overall customer experience metrics through data-driven insights

Team Leadership & Capability Development

• Lead, develop, and performance-manage Quality Leaders, Analysts, and specialist team members across multiple operational areas
• Embed structured coaching frameworks and feedback mechanisms aligned to quality insights and performance improvement goals
• Build a culture of quality ownership that extends beyond the QA function into all customer-facing teams and operations

Strategic Partnership & Commercial Alignment

• Partner with senior operational leaders to align quality standards, metrics, and improvement initiatives to business objectives
• Present actionable dashboards, insights, and recommendations to executive stakeholders and operational management teams
• Align quality metrics and performance indicators to financial outcomes, productivity targets, and commercial objectives
• Support strategic planning processes with data-led recommendations and quality performance forecasting

Risk Management & Governance

• Ensure sampling accuracy, audit integrity, and statistical validity across all quality measurement and assessment processes
• Identify and mitigate systemic risks in customer interactions, transactional processes, and service delivery mechanisms
• Design and implement preventative control structures while maintaining adherence to compliance and data protection standards

Deliverables

• Comprehensive Quality Management System with standardized frameworks, processes, and performance measurement protocols
• Quality performance dashboards and executive reporting system with actionable insights and trend analysis
• Structured improvement plans with measurable CSAT, FCR, and operational efficiency enhancement targets
• Calibration and scoring methodology frameworks ensuring consistency across all quality assessment activities
• Quality team capability development program with clear role definitions, competency requirements, and progression pathways
• Risk mitigation and compliance framework addressing operational, regulatory, and customer experience requirements
• Root cause analysis reports and corrective action plans that drive sustainable performance improvements

 

Qualifications & Experience:

• Bachelor’s degree in Quality Management, Business Administration, Industrial Engineering, or related field
• Postgraduate qualification in Quality Management, Customer Experience, or Operations Management preferred
• Quality Management certification (ISO 9001 Lead Auditor, Six Sigma Black Belt, or equivalent) essential
• Contact Centre Manager qualification (NQF Level 5) or Quality Manager qualification (NQF Level 6) advantageous
• Professional certification in Customer Experience (CCXP) or Contact Center Management (CIAC) preferred
• 7-10+ years progressive experience in Quality Assurance or Customer Experience within contact center or scaled operational environments
• 3-5+ years in senior leadership positions managing multi-layered quality teams and cross-functional improvement initiatives
• Proven track record delivering measurable improvements in customer satisfaction, compliance, and operational accuracy metrics
• Experience leading structured improvement initiatives using Lean, Six Sigma, or similar methodologies
• Strong background in contact center operations, customer service delivery, and quality management systems
• Experience implementing quality frameworks across voice, digital, and omnichannel customer interaction platforms
• Demonstrated expertise in stakeholder management at senior executive level with commercial and operational leadership teams

 

 The skills we need:

• Strategic thinking with ability to translate quality insights into business outcomes and operational performance improvements
• Data analysis and statistical expertise to interpret quality metrics, identify trends, and drive evidence-based decision making
• Leadership and people development skills with proven ability to build high-performing quality assurance teams
• Change management capabilities to drive quality culture transformation and embed sustainable improvement practices
• Commercial acumen with understanding of customer experience economics and the financial impact of quality performance
• Problem-solving and root cause analysis expertise using structured methodologies and continuous improvement principles
• Expert knowledge of quality management systems, contact center operations, and customer experience measurement frameworks
• Advanced proficiency in quality assurance tools, workforce management systems, and data analytics platforms
• Strong understanding of South African regulatory requirements, compliance standards, and data protection legislation
• Excellent presentation and communication skills with ability to influence senior stakeholders and operational management
• Proficiency in statistical analysis, process improvement methodologies, and quality measurement techniques
• Advanced knowledge of customer experience metrics (CSAT, NPS, CES, FCR) and their operational and commercial drivers

 

Let’s talk about life @ Takealot Group

• The power is in your hands: We offer a market-related Total Remuneration Package that allows full flexibility according to your needs. Go on, be the master of your own destiny.
• No doors: We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab, and make something great.
• Remote working: Love water cooler chats and working from home? Takealot.com offers a hybrid working model for the best of both worlds.
• Mentorship programme: We aren’t kidding when we say the people with the best people win. Now’s your chance to be one of the best by learning from the best.
• Naspers Tech Community & Online Learning: Share ideas and grow with global industry leaders who are all just a Slack message away. Love to learn? Up-skill with free access to courses on MyAcademy, Udacity, Coursera, and more.
• Good times: Get to know the other extraordinary minds at takealot.com during regular social events and out-of-office activities (think hikes, think mini-golf, think good times).
• Staff discount. Millions of products across 28 departments. What more could you ask for?
• Birthday leave: Cake Day all the way. Enjoy your day off - you deserve it. 
• Right tools, right job: Mac or Windows, two monitors or one. Whatever your preference, you’ll work on the latest tech of the latest tech.
• Help when you need it most: Confidential counselling, legal support and financial guidance, for free, anytime, anywhere.
• Free parking: No more 5km fun runs to your desk (unless you want to).

Like what you see? 

If you meet the above, you are an Extraordinary Mind. Apply today!!

Takealot is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.