Manager

Manager Job description:

Working shift: 9 am-6 pm (South Africa time)

Key Responsibilities

1. Quality & Team Leadership

Manage and coach a distributed QA team across 4 locations (SA, NV, etc.)Supervise daily TOA performance in both audit and training responsibilities TOA = Trainer + QA)Ensure audit accuracy, calibration consistency, and timely feedback deliveryReview and validate all audit records and reports

2. Onboarding & Transition Management

Lead the onboarding of new TQAs, ensuring knowledge transfer from outgoing YG team is fully completed

Coordinate handover documentation, calibration sessions, and QA tool access Ensure Go-Live readiness by Week 12 through structured transition checkpoints

3. Stakeholder Communication & Reporting

Prepare and submit weekly“’SA QA Summary” reports to vidaXL, including error trends, CSAT correlations, and audit KPls

Lead bi-weekly QA trend review meetings with internal teams and vidaXL stakeholders

Ensure all escalations and critical incidents are responded to within the agreed SLA (<24 hours)

4. Continuous Process Improvement

Monitor quality gaps and root causes across multiple sites and suggest improvement actions

Collaborate with TQAs to launch micro-trainings and quality campaigns based on audit findings

Optimize the calibration, coaching, and documentation process to support long-term quality scalability

Qualifications

1. Bachelor’s degree or above

2. At least 1 year of experience in call center management or quality assurance leadership rolesProven experience managing remote teams or cross-site operations

3. Strong understanding of QA methodologies, CSAT drivers, and audit workflows

4. Proficiency in Excel, QA tracking systems, and quality reporting tools

5. Excellent communication skills in English (written and spoken)

6. Ability to work under transition pressure while maintaining quality and consistency