Head of Quality & Customer Experience - BPO Leader

WNS; Cape Town; On-site; ZAR 1,000,000 - 1,600,000; Full time

Job summary

WNS Global Services Inc. is seeking a head of quality to drive the QA function across campaigns, ensuring outstanding customer experiences and actionable insights. The role requires oversight of QA frameworks, metrics and leadership of a quality team within a dynamic BPO environment.

Candidates should have 5+ years in quality or customer experience roles in BPO, with 2+ years in leadership. A Six Sigma Black Belt and TQM-related qualifications are highly valued.

Qualifications

• Tertiary education in a field relevant to QA/CE leadership.
• TQM qualification via a registered training provider is beneficial.
• Certified Six Sigma Black Belt is preferred for process excellence.
• 5+ years in a Quality/Customer Experience role within BPO, with 2+ years in a leadership role.
• Experience delivering projects to completion in a complex environment.
• Senior/stakeholder management at executive level; Six Sigma project delivery preferred.

Responsibilities

• Lead the QA function and ensure delivery of quality for the client’s customers.
• Oversee customer experience delivery, support and execution phases.
• Deliver the required number of QA assessments per campaign/agent per month.
• Mentor and develop a team of Quality Leaders.
• Maintain knowledge of call center and project operations to provide actionable insights.
• Provide leadership for the quality team and enforce policies and procedures.
• Analyze client metrics and staffing to maximize efficiency across operations.
• Regularly review QA and CX processes to optimize results for clients.

Skills

Quality leadership

Stakeholder management

Customer experience

Quality assurance

BPO industry

Project management

Education

Tertiary education in a relevant field

TQM qualification via a registered training provider

Certified Six Sigma Black Belt

Job description

WNS Global Services Inc. is seeking a head of quality to drive the QA function across campaigns, ensuring outstanding customer experiences and actionable insights. The role requires oversight of QA frameworks, metrics and leadership of a quality team within a dynamic BPO environment.

Candidates should have 5+ years in quality or customer experience roles in BPO, with 2+ years in leadership. A Six Sigma Black Belt and TQM-related qualifications are highly valued.