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Quality Assurance Team Leader BAE

Boomerang Marketing

Job Location:

Cape Town - South Africa

Salary: Not provided by the employer

Experience Required: 4-5years

Posted: 8 October 2026 (18 days ago)

Application Deadline: 5 January 2027

Vacancies: 1 Vacancy

Job Summary

Lead and manage the QA team ensuring high performance accountability engagement and continuous development.
Oversee quality governance and compliance ensuring consistent application of scorecards SOPs client requirements and QA standards.
Drive calibration and evaluation accuracy by maintaining consistency managing quality disputes and overseeing the Check the Checker process.
Analyse QA performance data to identify trends root causes risks and opportunities for operational improvement.
Partner with Operations and Training to drive effective coaching close performance gaps and improve customer experience and quality outcomes.
Drive continuous improvement initiatives by implementing quality enhancements process improvements best practices and innovative solutions.

Requirements

Must have completed Grade 12 / Matric this is a mandatory requirement.

Minimum 3 years experience in Quality Assurance within a contact centre/BPO environment.

Minimum 2 years experience leading or supervising a QA team.

Proven experience in quality monitoring calibrations coaching reporting and quality governance.

Strong analytical communication problem-solving Excel and stakeholder-management skills.

Must be able to work onsite in Cape Town and effectively manage multiple priorities in a fast-paced environment.

Benefits

Career growth and leadership development opportunities

Exposure to senior management and key stakeholders

Continuous learning and professional development

Performance-driven and supportive working environment

Opportunity to make a meaningful impact on quality and customer experience

Strong Boomerang culture focused on Respect Integrity Professionalism and Having Fun

Required Skills:

Minimum Qualifications & Experience (Essential) A formal qualification in Information Technology Computer Science Information Systems or a related discipline. Demonstrated experience implementing and configuring Zendesk in a customer service or BPO environment. Strong understanding of CRM systems contact centre operations and CX workflows. Hands-on experience with Zendesk workflows automations triggers macros and omnichannel configuration. Practical exposure to AI-enabled customer service tools including automation and agentassist features. Ability to manage multiple client environments independently. Preferred Qualifications & Experience Zendesk Certifications (e.g. Zendesk Support Administrator Zendesk Consultant). Experience implementing or managing Zendesk AI bots or agent-tier automation. Background working in a BPO contact centre or digital transformation environment. Experience with analytics reporting and performance optimisation. Exposure to remote or distributed team environments. Key Skills & Attributes Strong analytical and problemsolving capability. Excellent communication and stakeholder engagement skills. A clientcentred mindset with a passion for optimising customer experiences. Comfortable navigating fastpaced dynamic techdriven environments. Curious proactive and enthusiastic about AI automation and emerging CX technologies.

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