12 Quality Assurance Specialist jobs in Cape Town

The purpose of the Quality Assurance and Learning & Development (QA & L&D) Lead role is to ensure the consistent delivery of high-quality, compliant, and student-centered support in the contact center environment. This is achieved through rigorous quality assurance practices, performance monitoring, and the instructional design, development and delivery of impactful onboarding and continuous learning programmes. The role drives excellence in non-academic student support including onboarding, registration, payment queries, system navigation, and general student lifecycle support by equipping agents with the knowledge, tools, and capabilities needed to consistently meet service standards.

Responsibilities:

Student experience

• Conduct regular evaluations of call, chat, email, and WhatsApp interactions to assess student experience, service tone, and professionalism.
• Identify common pain points or student frustrations from evaluated interactions to inform coaching and training.

  (Supports KPI: Agent QA Scores, Stakeholder Satisfaction)

Quality assurance:

• Develop and implement Quality Assurance frameworks and evaluation criteria aligned to institutional service standards and compliance protocols.
• Assess agent interactions (across all channels) to evaluate quality, adherence to SOPs, and compliance with POPIA.
• Provide timely, constructive feedback to supervisors and agents based on Quality Assurance insights.
• Maintain Quality Assurance dashboards and documentation to monitor trends and track individual/team quality performance.
• Partner with supervisors and managers to address underperformance and ensure consistent quality delivery.(Supports KPIs: QA Evaluation Completion, Agent QA Scores, Compliance)

Learning and development:

• Apply instructional design methodologies to design and deliver onboarding programmes to ensure new hires are equipped to support students using core systems (SIS, LMS) and aligned to service expectations. (In collaboration with central L&D)
• Create and update training materials, quick reference guides, job aids, and microlearning content specific to the Student Engagement Hub ensuring alignment with best practices in instructional design.
• Facilitate regular refresher training and targeted upskilling based on Quality Assurance results, new processes, or system changes.
• Collaborate with internal departments (e.g., IT, Academic, Exams) to ensure training content is accurate and operationally relevant.
• Evaluate training impact through post-training assessments, knowledge checks, and performance outcomes.
• Manage the SEH Academy, ensuring structured and ongoing learning journeys for staff.(Supports KPIs: New Hire Readiness, Training Effectiveness, Training Sessions)

Reporting and compliance

• Maintain detailed records of training attendance, Quality Assurance results, coaching sessions, and compliance tracking.
• Use Quality Assurance and Learning & Development data to inform and support performance improvement plans.
• Ensure all training and Quality Assurance practices are fully compliant with POPIA, institutional policies, and internal risk protocols.
• Deliver soft skills training, coaching sessions, knowledge assessments, and competency-based evaluations (including for recruitment and selection).(Supports KPIs: Compliance, Training Effectiveness, Stakeholder Satisfaction)

Qualifications, experience and skills:

• A relevant tertiary qualification (e.g., Education, Learning & Development, Business Administration, or related field).
• Minimum 3–5 years of experience in a contact centre environment, with at least 2 years in a Quality Assurance or Learning & Development field.
• Experience in a higher education or student support setting is highly advantageous.
• Demonstrated ability to design and implement Quality Assurance, instructional design and training systems.
• Experience applying instructional design principles to create engaging, learning-centered training solutions in contact centre or higher education environments.
• Proven capability in facilitating performance improvement through coaching and structured learning.
• Strong knowledge of contact centre systems and tools (e.g., CRM, LMS, SIS).

Competencies 

• Facilitation and coaching: Delivers engaging training and development sessions and supports learning retention through coaching.
• Quality Assurance and documentation : Designs and maintains QA processes with precision and structure.
• Learning and Instructional Design : Applies adult learning principles and instructional design frameworks to create impactful learning content.
• Communication: Communicates clearly and empathetically across diverse teams and stakeholders.
• Data-Driven Insight : Interprets QA and performance data to drive targeted improvement.
• Service Mindset : Demonstrates empathy and a strong commitment to improving student experience.

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Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements

Job Opportunity: QC Supervisor –Bellville South

We are seeking a Quality Control Supervisor (QC Supervisor) to join our company. This is a hands-on leadership role responsible for ensuring quality standards are consistently upheld, supervising teams on the floor, and maintaining compliance with company policies and customer specifications.

Key Responsibilities:

• Oversee daily quality control operations and supervise employees on the lines.
• Monitor and inspect production processes to ensure products meet required standards.
• Conduct defect checks, verifications, and rework inspections for accuracy and compliance.
• Enforce strict adherence to quality, PPE, food safety, and SHE (Safety, Health & Environment) requirements.
• Complete and maintain accurate quality control documentation, reports and registers.
• Manage team performance, address misconduct, and support disciplinary processes where required.
• Foster effective working relationships with internal stakeholders and external partners.

Requirements:

• Proven experience in a Quality Control / Supervisory role, ideally within manufacturing, packaging, or warehousing.
• Strong knowledge of quality control procedures, defect inspection, and SHE standards.
• Ability to lead and motivate teams, with a firm but fair approach.
• Excellent attention to detail, problem-solving, and reporting skills.
• Willingness to work overtime, weekends and shifts, adapting to operational demands.
• Matric and computer literate
• Location: Bellville, Cape Town

If you are quality-driven, people-focused, and eager to make an impact in a fast-paced environment, we'd love to hear from you

Apply now by sending your CV to

Job Type: Full-time

Work Location: In person

Who we are:

PPS Investments is part of the PPS Group, which for over eight decades has been the trusted financial partner for graduate professionals in South Africa. Unlike a company that is listed on a stock exchange, PPS belongs to its members and operates under the ethos of mutuality. This means that qualifying members can exclusively share in the profits of the Group, through the unique PPS Profit-Share Account.

PPS Investments exist to create and grow the wealth of graduate professionals and their families to live the lives they want in a world worth living in. We offer diversified and flexible investment solutions that are mutually beneficial to our clients in the long run because we believe that success is better shared

Purpose of the job:

The Quality Assurance Consultant will be an integral part of the Retail Operations team, responsible for ensuring that internal control systems are effectively identified, assessed, monitored, and managed. This role plays a key part in supporting risk mitigation efforts and ensuring that operational processes align with regulatory requirements, including compliance with the Financial Intelligence Centre Act.

Ideal experience:

• 3 - 5 years' experience within the financial services industry; investments/LISP/Asset Management environment.

• Strong understanding of operational risk and control frameworks.

• Detail-oriented with a proactive approach to identifying and resolving issues.

• Excellent communication and stakeholder engagement skills.

• Ability to adapt to evolving business and regulatory environments.

• Good knowledge and understanding of In-House systems and processes

• Knowledge of the Financial Services Industry legislation e.g. the Long-Term Insurance Act, FAIS, FICA

Ideal qualifications:

• Degree in commerce or related tertiary qualification is essential.

Competencies & ideal personality attributes:

• Client Centricity

• Effective Communication skills (written and verbal)

• Analytical thinking

• Problem solving

• Attention to detail

• Building and maintaining relationships

• Planning and organizing

• Resilience

• Team success

• Performance and Results driven

• Coaching

Systems knowledge:

• Proficient in MS Office Suite with an intermediate to advanced skill in MS Excel.

• Digital and Artificial Intelligence skills would be an advantage.

• Monitor and evaluate the effectiveness of internal controls within retail operations.

• Identify and report on operational risks, ensuring appropriate mitigation strategies are in place.

• Ensure that client service processes meet quality standards and regulatory compliance requirements.

• Support the implementation and maintenance of control frameworks that remain relevant and responsive to changes in business processes and legislation.

• Collaborate with cross-functional teams to embed quality assurance practices into daily operations.

• Provide insights and recommendations for continuous improvement in service delivery and compliance.

• Engage in and communicate process changes in the business to ensure efficient and high-quality service interactions.

• Checking processed cases of switches, repurchases, new business and plan maintenance. Ensuring correct values, funds, percentages have been captured in accordance with the relevant instruction received.

• Checking that the correct FICA documents are on record for clients, individuals and entities. Noting error trends of consultants and teams and provide consultant coaching and assistance where required.

• Build and maintain relationship with Team Leader, Consultants and Management.

• Use quality monitoring data to compile and track performance at team and individual level.

• Provide actionable data to various internal support groups as needed.

• Conduct market research to identify and implement quality management trends.

• Compile and present monthly reports on management and EXCO levels accompanied by analysis and recommendations for improvement.

• Providing feedback and complete information to stakeholders in respect of regulatory matters and the first level of compliance risks where fixes have to be done.

• Identify and assist with process change training opportunities.

• Monitor and assist with the first line of defense in terms of compliance, and ensure appropriate mechanisms are in place to identify and address non-compliance.

• Identify process gaps as well as training gaps and address those through one-on-one coaching and training.

• You acknowledge that any information supplied to PPS is provided voluntarily and therefore constitutes unconditional, specific and voluntary consent to the processing of such information by PPS. Your personal information will be processed for facilitating your employment application with PPS including any statutory or regulatory compliance with which PPS must comply (where applicable) and for the legitimate interests of PPS and yourself, both during the recruitment process and thereafter. You may instruct PPS by written notice to cease the processing of your personal information at any time and, subject to the requirements of applicable South African law, request that PPS delete and/or de-identify such personal information.

• Based on the nature of our business, honesty and integrity are inherent requirements for our roles.
• All appointments are made in line with the Company's Employment Equity targets.