QA Manager at Mukuru

Why this role matters

• You won’t just oversee quality you’ll define it. From customer conversations to AI driven journeys, you’ll ensure consistency, drive improvements, and influence how millions experience our services.

What you’ll do

Lead quality, lead people

• Manage and mentor a team of QA Specialists and a QA Coach
• Drive performance, development, and a culture of continuous improvement
• Ensure escalations and complaints are handled effectively and professionally

Own the customer experience

• Define and maintain quality standards across all channels (voice, chat, social, email)
• Analyse customer feedback, complaints, and QA insights to identify pain points
• Turn insights into real operational and product improvements

Drive impact through insights

• Monitor trends in QA scores, escalations, and CSAT
• Conduct root cause analysis and provide actionable recommendations
• Deliver clear, data-driven reports to leadership

Shape the future with AI

• Establish and monitor quality standards for AI-enabled interactions
• Partner with AI teams to improve chatbot performance and automation journeys
• Identify and resolve automation gaps using QA insights and tools like Vela

Build systems that scale

• Develop and maintain QA frameworks, scorecards, and processes
• Ensure consistency, governance, and calibration across teams
• Continuously improve QA tools, methodologies, and workflows

What you bring

• 5–7 years’ experience in Quality Assurance or Customer Support (contact centre environment)
• 3+ years in a leadership or managerial role
• Strong understanding of customer experience, QA frameworks, and escalation management
• Experience working with multi-channel support environments
• Ability to translate data into meaningful, actionable insights

What sets you apart

• A strong leader who can coach, influence, and inspire teams
• Analytical thinker with a passion for solving customer pain points
• Comfortable working at the intersection of people, process, and technology
• Adaptable and resilient in a fast-paced, evolving environment
• Curious about AI and automation in customer experience