Full Description

Strategic QA Supervisor (Johannesburg, South Africa)

Location: Johannesburg, South Africa

Department: Operations

Position Type: Management – Full Time About the Role We are expanding our global Operations organization and seeking a Strategic Quality Assurance Supervisor for our Johannesburg site. This role is ideal for a leader who thrives on data, analytics, and driving transformation. Unlike typical QA leadership roles, your work will focus on trend analysis, strategic insights, dashboard creation, and presenting findings to Executives—not direct agent coaching. You will guide a QA team and partner closely with operations leaders to ensure quality excellence across the organization. Key Responsibilities Lead and manage QA Analysts, providing coaching and development. Define QA frameworks, SOPs, and cross‑country quality standards. Oversee call evaluations and ensure adherence to quality expectations. Conduct audits and identify operational gaps and improvement opportunities. Lead data‑driven initiatives to uncover organizational trends and enhance performance. Perform RCA on critical deviations and deliver effective solutions. Build executive dashboards and provide insight‑driven recommendations. Support calibration sessions and coordinate follow‑up action plans. Manage team administrative responsibilities such as attendance and discipline. Requirements Completed high school education (required). Bachelor’s degree in administrative or human‑focused areas (preferred). English proficiency at B2+ level (required). Intermediate computer abilities and MS Office experience. 2 years as a call center agent. 1+ year as a call center supervisor/team leader. Experience managing QA initiatives and processes. 1 year of QA Analyst experience. Experience with call monitoring software and quality KPI management. Flexible availability within a broad operational schedule, including weekends as needed Work Environment & Schedule Office‑based in a professional and structured environment. Shifts vary based on operational needs and may include weekends. Why Join Us? You will be a key contributor in shaping operational strategy through critical quality insights, directly influencing organizational performance and growth. All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.