This job posting has expired
Expired on April 5, 2026
Manager Quality Assurance
Job Description
Lead the Quality Assurance function to ensure consistent, compliant, and customer-centric service delivery across all touchpoints. Drive systematic auditing, mystery shopping, and performance monitoring to embed excellence in frontline behaviour, regulatory adherence, and digital service culture.
Responsibilities
- Oversee the end-to-end QA framework
- Design and manage a mystery shopping program
- Analyse QA results to identify recurring issues and risks
- Lead and mentor QA specialists/Advisors
- Leverage AI tools for automated QA scoring
Qualifications
- Bachelor’s degree in business, Quality Management, or related field (master’s preferred)
- 7–10 years of experience in Quality Assurance, CX, or Governance