Senior Quality Manager

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

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ 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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 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 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

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 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

• 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.