Group Manager - Transactional Quality

WNS Global Services; Durban; On-site; ZAR 450 000 - 600 000; Full time

Job summary

A leading company in Durban is seeking a Quality Manager to lead a high-performing team focused on exceptional quality assurance services. The role involves managing stakeholder relationships, driving efficiency improvements, and ensuring compliance with quality standards. The ideal candidate will have strong analytical skills, experience in Lean Six Sigma, and proficiency in MS Office tools.

Qualifications

• Experience in Lean Six Sigma, RCA, Analytics, Insights, and QC tools.
• Strong report writing and presentation skills.

Responsibilities

• Lead a team of Quality Assistant Managers to achieve departmental goals.
• Drive efficiency improvements and manage stakeholder relationships.
• Ensure compliance with ISO standards and quality metrics.

Skills

Leadership

Analytical Skills

Communication

Education

Tertiary qualification in Contact Centre Management

Matric / Grade 12 Certificate

Green Belt certification

Tools

MS Office

Power BI

Job description

To lead a team of Quality Assistant Managers and their teams in executing the departmental strategic goals for all stakeholders.

Manage 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards and enabling low-risk, zero-surprise BAU.

Ensure optimal use of systems and technology for effective and efficient delivery.

Guarantee that the Quality team’s outputs meet stakeholder expectations regarding quality, compliance, accuracy, targets, and insights.

Contribute to Continuous Improvement initiatives to enhance processes and systems at WNS, benefiting our clients, and fostering personal and team development.

Manage stakeholder relationships in line with company practices.

Additional responsibilities:

• Manage a high-performing team providing exceptional quality assurance services to WNS clients.
• Drive efficiency improvements to enhance operating margins, focusing on governance, timelines, and risk management.
• Implement sampling and stratification strategies based on compliance checks, financial processes, errors, customer priorities, and agent performance.
• Ensure performance meets all Quality metrics, including SLA baselining, predictive monitoring, and reporting.
• Deploy RCA frameworks effectively, including communication, reporting, follow-up, and training on RCA, analytics, insights, and trends.
• Maintain robust documentation of quality standards aligned with the WNS Quality Framework and client agreements.
• Embed digital tools to strengthen audit mechanisms and control frameworks, promoting digitalization and mistake-proofing in QA delivery.
• Provide meaningful business insights through statistical analysis, defect tracking, trend analysis, and performance enhancement strategies.
• Ensure ongoing compliance with ISO standards through regular checks and audits.
• Foster continuous learning and collaboration within the team through coaching, mentoring, and career development initiatives.
• Manage people according to WNS 5PP principles.
• Complete relevant training programs as scheduled.
• Ensure strategic objectives of WNS and QA are effectively communicated and cascaded to the team.
• Leverage technology to improve service quality and reduce costs.
• Contribute to improving customer satisfaction scores such as FCR and NPS.
• Establish appropriate structures, including succession planning.
• Maintain compliance checklists and standards.

Qualifications:

• Matric / Grade 12 Certificate.
• Green Belt certification or demonstrated experience in Lean Six Sigma, RCA, Analytics, Insights, and QC tools.
• Tertiary qualification in Contact Centre Management or a related field.
• Proficiency in MS Office, especially Excel and Power BI.
• Strong report writing and presentation skills.
• Knowledge of contact centre technology and industry best practices.

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Quality Manager • Durban, NA, South Africa