Head of Auditing – Retail & Digital Sales

Reference: JHB000874-Charm-1

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. Duties & Responsibilities

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

Key Requirements

• 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

Preferred Qualifications

• 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

Leadership & Core Competencies

• 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

Success Metrics

• 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

Package & Remuneration

Monthly