Senior Manager - Transactional Quality

Wns Global Services; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading company in customer service management is seeking a head of quality function in Cape Town. This pivotal role involves enhancing the customer experience and managing a team to deliver on quality standards for the client's operations. The ideal candidate will have substantial experience in quality and customer experience roles, contributing insights for improving service delivery and operational performance.

Qualifications

• 5+ years' experience in a Quality / Customer Experience role in BPO.
• 2+ years in a leadership role within a Quality function.
• Experience with Six Sigma project delivery preferred.

Responsibilities

• Drive account performance through quality assurance frameworks.
• Support and develop a team of Quality Managers.
• Analyze client metrics for operational efficiency.

Skills

Stakeholder Management

Leadership

Project Management

Customer Experience

Education

Tertiary education in a relevant field

TQM Qualification

Job description

This role exists to be the head of our quality function, responsible for the delivery of this function for our client. The role is required to ensure that we deliver the best possible customer experience to any of our client’s customers who interact with a WNS employee and provide insights back to the client and operations on opportunities to improve the overall customer journey.

Key Responsibilities :

• Works with the senior leadership team to drive account performance through the delivery of defined and agreed QA framework per campaign.
• Responsible for overall customer experience delivery, support and execution.
• Delivers the required number of QA assessments per campaign / agent per month as agreed in the contract or the QA framework.
• Support and develop a team of Quality Managers.
• Maintain a working knowledge of the entire call center operation as well as project operation to ensure that we deliver actionable insights that can add value either internally or externally.
• Provides leadership for quality team and ensures adherence to company and department policies and procedures.
• Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency for all operations.
• Consistent review of Quality and CEX processes, auditing individual groups to ensure that all core processes and tools are being utilized to achieve optimum results for our clients and their customers.

Qualifications

Qualification, Experience and Skills required :

• Tertiary education in a relevant field that is fit for purpose for this role.
• TQM Qualification via a registered training provider will be beneficial
• 5+ years’ experience in a Quality / Customer Experience role within BPO industry with 2+ years in a leadership role within a Quality / Customer Experience function.
• Experience in running and completing projects to completion in a complex environment.
• Stakeholder Management at a senior and executive level including relationship management.
• One years’ experience in Six Sigma project delivery preferred.
• Proven track record of managing UK regulated quality function.
• Experience in UK utilities such as energy / water / telco preferred.