A professional community for people shaping quality assurance, customer experience, and the future of contact centre operations across Africa.
As AI moves deeper into contact centre operations, QA teams are facing new questions around automation, evaluation, agent performance, customer experience and the role of human judgement.
Meet the professionals bringing experience and perspective to the conversation.
Founder, QA Connect Africa • Host
Jecinta is a Quality Assurance and Customer Experience professional passionate about building high-performing teams and improving service quality. With experience in quality management, training, coaching, and operations, she founded QA Connect Africa to connect, empower, and grow contact centre and quality professionals across Africa.
Co-Founder & CEO • MartialQA
Darren is the Co-Founder and CEO of MartialQA, with expertise in customer service, CRM, and customer support. They are passionate about using data-driven insights and innovative solutions to improve customer experiences, strengthen support teams, and drive better service delivery.
Consultant & Facilitator, CX & Contact Centres • Haward Technologies (UAE)
Melissa is a senior BPO and Contact Centre leader with 25+ years of experience across operations, CX, quality, and training. As a Consultant and Facilitator at Haward Technologies, she helps organisations elevate contact centre performance and is passionate about AI-driven CX and quality excellence.
Senior Manager, Quality • Randstad
Mohit is an experienced Quality and Customer Experience leader specialising in contact centre QA, performance management, process improvement, and people development. His work focuses on AI-led quality assurance, automation, analytics, and coaching, using technology and data to make quality more scalable, effective, and business-focused.
Customer Service Quality Assurance Supervisor • Cartrack Tanzania
Neema is a Customer Service Quality Assurance Supervisor with expertise in service quality, coaching, process improvement, and customer experience. She is passionate about using AI and data-driven quality practices to improve customer experiences while keeping the human element at the heart of service.
QA Connect Africa exists to bring the people behind exceptional customer experiences into one connected professional community.
We create spaces for QA and customer experience professionals to exchange practical ideas, learn from industry leaders, build meaningful connections, and stay ahead of the changes reshaping contact centre quality.
From emerging technologies to better quality practices, our conversations are designed to move beyond theory and help professionals think about what comes next.
The conversations at QA Connect Africa sit where quality, people, technology and customer experience meet.
Practical approaches to evaluating, improving and sustaining quality across contact centre operations.
Exploring the relationship between quality, agent performance and the experiences customers remember.
Understanding how emerging technology is changing QA workflows, evaluation, insights and decision-making.
Explore previous QA Connect Africa conversations, speakers and moments.
Where it all starts.
QA Connect Africa is designed to create an ongoing space for professional connection, knowledge exchange and growth.
Build relationships with QA, customer experience and contact centre professionals across Africa and beyond.
See upcoming conversations →Engage with ideas, perspectives and practical conversations that help professionals navigate an industry in constant motion.
Join the next conversation →Join the conversation shaping the future of quality and customer experience across Africa.