Group Manager - Transactional Quality

Wns; Durban; On-site; ZAR 400,000 - 600,000; Full time

Job summary

WNS is seeking a Group Quality Assurance Manager to lead a high-performing team focused on meeting quality standards and stakeholder expectations. The role emphasizes continuous improvement, team management, and the application of analytical insights to enhance service delivery. Join WNS to contribute to high service quality in a dynamic outsourcing environment.

Qualifications

• Experience in managing teams and ensuring quality metrics are met.
• Proficiency in analytics and report writing.
• Leadership experience in a contact centre environment.

Responsibilities

• Lead a team of Quality Assistant Managers to execute strategic goals.
• Manage quality standards and SLA compliance.
• Contribute to continuous improvement initiatives.

Skills

Lean Six Sigma

Analytics

Quality Control

Report Writing

Stakeholder Management

Continuous Improvement

Education

Matric / Grade 12 Certificate

Tertiary qualification in Contact Centre Management or similar

Green Belt certification

Tools

MS Office

Excel

Power BI

Job description

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Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

WNS South Africa has been in operation since and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing + people.

Why join us?

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises, keeping employee experience at the core.

Experience a culture of outperformance, engagement, celebration, and contribute to society through our WNS Cares Foundation, supporting meaningful initiatives and making an impact in the community.

Job Description

To lead a team of Quality Assistant Managers and their teams to execute 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.

Ensure the Quality team's outputs meet stakeholder expectations in quality, compliance, accuracy, targets, and insights.

Contribute to Continuous Improvement initiatives to enhance processes and systems at WNS and for clients, as well as personal and team skills.

Manage relationships with stakeholders according to company practice.

Additional responsibilities include managing a high-performing team, driving efficiency, delivering sampling strategies, monitoring quality metrics, deploying RCA frameworks, documenting quality standards, digitalization, providing business insights, ensuring ISO standards, fostering continuous learning, and strategic input.

Qualifications

• Matric / Grade 12 Certificate
• Green Belt certification or experience in Lean Six Sigma concepts, RCA / Analytics / Insights, QC tools & mechanisms
• Tertiary qualification in Contact Centre Management or similar
• Continuous Improvement experience (e.g., Green Belt)
• Proficiency in MS Office, Excel, Power BI
• Contact Centre Leadership experience
• People and stakeholder management experience
• Report writing and presentation skills
• Knowledge of contact centre technology and industry best practices

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Quality Assurance
• Industries: Outsourcing / Offshoring

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