Senior Quality Manager

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

Job summary

A leading company in the BPO industry is seeking a Head of Quality Function to enhance customer experience and ensure top-tier quality assurance delivery. This leadership role involves driving quality initiatives, managing a team of Quality Leaders, and providing actionable insights for operational efficiency. Candidates should have substantial experience in quality roles along with relevant qualifications such as Six Sigma certification.

Qualifications

• 5+ years in a Quality/Customer Experience role within BPO.
• 2+ years in a leadership role in Quality.
• Experience in project completion in complex environments.

Responsibilities

• Drive account performance through defined QA framework per campaign.
• Analyze client metrics for operational efficiency.
• Provide leadership for quality team, ensuring policy adherence.

Skills

Stakeholder Management

Leadership

Auditing

Education

Tertiary education in a relevant field

TQM Qualification

Certified Six Sigma Black Belt

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 Responsibility Areas

• 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 Leaders.
• Maintain a working knowledge of the entire call center operation as well as project operation in order 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 reviewof 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

• Tertiary education in a relevant field that is fit for purpose for this role.
• TQM Qualification via a registered training provider will be beneficial
• Certified Six Sigma Black Belt is preferred.
• 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.

Additional Information

This role is based in Claremont with rotational shift 24 / 7, Monday to Sunday.