Background

The Team Manager, Quality Assurance & Learning manages the day-to-day operations of the Quality Assurance (QA) and Learning team, ensuring the consistent delivery of high-quality customer experiences and operational excellence. The role oversees quality monitoring activities, identifies performance improvement opportunities, and drives learning and development initiatives to address capability gaps.

What you will be expected to do:

Team Leadership & Management

• Oversee the daily functions of the QA and Learning team to ensure effective execution of quality evaluations, coaching, and training delivery.
• Manage team headcount, coordinate hiring needs, and oversee recruitment processes in coordination with HR and the QA & Learning Manager, Africa.
• Coordinate the onboarding and integration of new quality assessors, ensuring they are adequately trained and supported.
• Provide day-to-day guidance, performance tracking, and development planning for assessors.

Learning & Onboarding Coordination

• Facilitate and coordinate new hire onboarding sessions, especially during large-scale intakes.
• Ensure learning content and delivery are aligned with QA insights and business priorities.
• Work with trainers and assessors to tailor interventions based on observed performance trends.

Quality & Compliance Strategy

• Monitor QA results and performance metrics, ensuring regular reviews and reporting to identify trends and improvement areas.
• Develop and implement strategies to improve compliance across markets, ensuring alignment with customer experience standards.
• Organise periodic calibration and feedback sessions with supervisors to drive quality consistency.

Stakeholder Engagement

• Work with key business stakeholders to identify opportunities for improvement, efficiency, and change delivery.
• Provide insights and recommendations to improve customer experience based on quality data and learning feedback.
• Participate in cross-functional meetings to align QA and learning priorities with evolving business needs.
• Support the Head of QA & Learning by implementing stakeholder-aligned initiatives and reporting on execution progress.

Engagement & Evaluation

• Ensure ongoing performance engagement with both customer service agents and QA assessors.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.

Qualifications or Requirements

• Bachelor’s degree in Business Administration, Human Resource Management, Education, Communications, Customer Service Management, or a related field.
• Minimum of 2–3 years’ experience in quality assurance, training, or people management within a call centre or customer service environment.
• Strong understanding of QA frameworks, customer service standards, call monitoring methodologies, and adult learning practices.
• Experience managing and developing teams, including performance management, coaching, and employee development.
• Excellent analytical, communication, stakeholder engagement, and performance management skills, with proficiency in QA platforms, CRM systems, and Microsoft Office applications.

• Oversee the daily functions of the QA and Learning team to ensure effective execution of quality evaluations, coaching, and training delivery.
• Manage team headcount, coordinate hiring needs, and oversee recruitment processes in coordination with HR and the QA & Learning Manager, Africa.
• Coordinate the onboarding and integration of new quality assessors, ensuring they are adequately trained and supported.
• Provide day-to-day guidance, performance tracking, and development planning for assessors.
• Facilitate and coordinate new hire onboarding sessions, especially during large-scale intakes.
• Ensure learning content and delivery are aligned with QA insights and business priorities.
• Work with trainers and assessors to tailor interventions based on observed performance trends.
• Monitor QA results and performance metrics, ensuring regular reviews and reporting to identify trends and improvement areas.
• Develop and implement strategies to improve compliance across markets, ensuring alignment with customer experience standards.
• Organise periodic calibration and feedback sessions with supervisors to drive quality consistency.
• Work with key business stakeholders to identify opportunities for improvement, efficiency, and change delivery.
• Provide insights and recommendations to improve customer experience based on quality data and learning feedback.
• Participate in cross-functional meetings to align QA and learning priorities with evolving business needs.
• Support the Head of QA & Learning by implementing stakeholder-aligned initiatives and reporting on execution progress.
• Ensure ongoing performance engagement with both customer service agents and QA assessors.
• Track and communicate progress against KPIs and learning outcomes across functions.
• Recommend recognition or improvement actions based on individual or team performance.

• Strong understanding of QA frameworks, customer service standards, call monitoring methodologies, and adult learning practices.
• Experience managing and developing teams, including performance management, coaching, and employee development.
• Excellent analytical, communication, stakeholder engagement, and performance management skills, with proficiency in QA platforms, CRM systems, and Microsoft Office applications.

• Bachelor’s degree in Business Administration, Human Resource Management, Education, Communications, Customer Service Management, or a related field.