Head of Auditing – Retail & Digital Sales

SUMMARY:
We are seeking a commercially astute and strategically driven Head of Auditing to lead the audit, quality assurance, and compliance function across its Retail and Digital Sales ecosystem. This role is critical in ensuring sales integrity, regulatory compliance, process adherence, and revenue assurance across high-volume, target-driven environments.
Operating within a BPO/KPO-style sales model, the successful candidate will establish a best-in-class audit framework that supports omnichannel sales (telesales, digital, inbound/outbound contact centres) while safeguarding brand reputation and enhancing customer experience.

POSITION INFO:
Key Responsibilities

• Define and implement a sales-focused audit and compliance strategy aligned to business’s growth and revenue objectives
• Build and lead an integrated Audit, QA, and Compliance function across Retail and Digital Sales channels
• Design and enforce audit frameworks covering:
• Sales process adherence
• Regulatory and compliance requirements (e.g., consumer protection, POPIA)
• Call quality and customer engagement standards
• Revenue assurance and deal integrity
• Oversee end-to-end audit cycles across:
• Telesales and contact centre environments
• Digital sales funnels and lead conversion journeys
• Partner and affiliate sales channels
• Ensure alignment to internal governance standards and external regulatory requirements
• Partner with Sales Leadership to identify conversion leakage, mis-selling risks, and performance gaps
• Implement real-time QA and call auditing frameworks to improve sales quality and customer outcomes
• Lead root cause analysis on audit findings and drive corrective action plans across teams
• Provide executive-level reporting and dashboards on audit outcomes, risks, and trends
• Act as the primary lead for client, partner, and external audit engagements
• Drive continuous improvement initiatives to enhance operational efficiency and sales effectiveness
• Build, mentor, and scale a high-performing team of auditors and QA specialists

• 8–12+ years’ experience in audit, QA, or compliance leadership, within BPO/KPO or high-volume sales environments
• Proven experience auditing sales operations, particularly in contact centres and digital sales environments
• Strong understanding of sales governance, revenue assurance, and customer experience standards
• Experience with omnichannel sales models (telesales, CRM-driven sales, digital funnels)
• Deep knowledge of South African regulatory frameworks (e.g., POPIA, CPA)
• Demonstrated ability to influence commercial and operational leadership
• Strong analytical capability with experience translating data into actionable business insights
• Experience managing multi-channel, multi-team audit functions at scale

• Degree in Finance, Risk, Business, or related field
• Professional certifications (e.g., CIA, CISA, CA(SA))
• Experience within education, training, or service-based sales environments
• Exposure to sales tech stacks (CRM systems, diallers, QA tools, analytics platforms)
• Experience implementing automation or AI in audit/QA processes

• Commercial acumen with a strong sales orientation
• Strategic governance and risk management
• Advanced stakeholder engagement and influence
• Data-driven decision-making
• Operational excellence and continuous improvement
• Strong leadership and team development capability

• Reduction in miss selling, compliance breaches, and audit findings
• Improvement in sales quality, conversion integrity, and customer experience scores
• Increased revenue assurance and reduced leakage across sales channels
• Strong audit outcomes in internal and external reviews
• Adoption and effectiveness of QA and audit frameworks across all sales teams
• Clear, actionable reporting that drives measurable commercial impact