Deputy Manager - Transactional Quality

WNS Global Services; Cape Town; On-site; ZAR 420,000 - 650,000; Full time

Job summary

WNS Global Services in Cape Town is seeking an experienced Operations Manager for a contact centre to lead QA initiatives, drive performance, and ensure service levels meet client expectations. The role requires 2-3 years of management experience and utilities sector knowledge.

You will oversee reporting, monitor TAT, develop quality assessors, and manage teams while coordinating with offshore partners. The position emphasizes data-driven decisions, stakeholder communication, and continuous

Qualifications

• Matric Grade 12 is required.
• Minimum 2-3 years management experience within a contact centre.
• Utilities experience is essential.
• Previous QA experience required.
• Proven experience in monitoring and leadership of operations.

Responsibilities

• Consolidate customer comebacks and follow up on resolutions.
• Report on TAT and coordinate with Business and Offshore teams.
• Monitor campaign performance and align strategies with business and client expectations.
• Ensure team effectiveness and accurate reporting to stakeholders.
• Develop quality assessors and ensure SLA metrics are met.
• Provide expert consultation regarding department or business unit matters.
• Analyze data and make recommendations to the Operational team.
• Communicate with all stakeholders.

Education

Matric Grade 12

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Key Responsibilities:

• Customer comebacks consolidation and follow-up on resolutions based on monthly meetings or conference calls and the reporting will be based post understanding between Business and Offshore team
• Monitoring and reporting TAT
• Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations.
• Ensuring team effectiveness
• Ensuring that reporting to all stakeholders are accurate
• Developing quality assessors
• Ensuring that assessment SLA`S are met
• Analyse data and make recommendations to the Operational team where needed
• Communication with all stakeholders

Qualifications

Matric Grade 12

Additional Information

• Minimum 2-3 years management experience within a contact centre
• Utilities experience is essential
• Previous QA experience required
• Proven experience in monitoring and leadership of operations
• Experience in providing expert consultation regarding department or business unit related matters