Job Opportunities API

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 e