Head of Auditing â Retail & Digital Sales
Dananda Talent Johannesburg
Key Responsibilities
- Define and implement a sales-focused audit and compliance strategy aligned to businesss 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
- 812+ 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
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