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Specialist Total Quality Management

WNS Global Services

Centurion

On-site

ZAR 600 000 - 800 000

Full time

Today

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Job summary

A leading global services provider is seeking a TQM Expert in Centurion, South Africa. This role focuses on enhancing customer experience across mobile and fixed-line services by implementing TQM principles. The expert will conduct audits, design methodologies, and analyze data to improve service quality. A Bachelor's degree and a minimum of 8-10 years in quality management, specifically in telecommunications, are required. This is a full-time position with a 6-month contract and a potential extension.

Qualifications

Minimum 8-10 years in quality management and at least 5 years in telecommunications.
Proficient in statistical methods and root cause analysis techniques.
Strong understanding of telecom technologies and digital tools.

Responsibilities

Conduct audits of CX touchpoints across services and map customer journeys.
Design and deploy TQM methodologies tailored to telecom operations.
Analyze metrics and recommend process improvements based on data insights.
Monitor performance and generate reports with actionable insights.

Skills

Quality Assurance

Root cause Analysis

Data Collection

Quality Management

Technical Proficiency in telecom

Project Management

Analytical and Problem-Solving

Leadership and Communication

Education

Bachelors degree in business administration, Industrial Engineering, or Quality Management

Masters degree or certifications in TQM/Six Sigma

Tools

CRM analytics platforms (e.g. Google Analytics, Splunk)

Project Management tools (e.g. Jira, MS Project)

Dashboards (e.g. Tableau, Power BI)

The TQM Expert will serve as a strategic consultant or internal specialist focused on enhancing customer experience (CX) across a clients mobile and fixed-line services. This role involves implementing TQM principles to identify analyze and resolve quality issues in customer interactions service delivery and operational processes. The expert will address challenges spanning owned channels (e.g. company-owned retail stores direct websites apps and call centers) and non-owned channels (e.g. third-party retailers partner networks resellers and affiliate platforms). The goal is to drive continuous improvement reduce customer churn increase process efficiency and ensure compliance with industry standards and Clients business processes.

This position requires a blend of analytical leadership and technical skills to foster a quality-driven culture leveraging data from diverse sources to optimize end-to-end customer journeys in a multi-technology environment (mobile: 4G/5G IoT; fixed-line: broadband fibre optics VoIP).

Please note that this is a 6 month contract position with the possibility to extend.

Key Responsibilities

Customer Experience Assessment and Mapping: Conduct comprehensive audits of CX touchpoints across mobile and fixed-line services. Map customer journeys from awareness to post-sale support identifying pain points in owned (e.g. self-service portals) and non-owned channels (e.g. external e-commerce partners). Use tools like process flow diagrams and voice-of-the-customer (VoC) feedback to pinpoint inefficiencies.
TQM Framework Implementation: Design and deploy TQM methodologies such as PDCA (Plan-Do-Check-Act) Six Sigma (DMAIC) or Lean principles tailored to telecom operations. Integrate quality controls for service reliability billing accuracy network uptime and issue resolution times.
Data-Driven Analysis and Improvement: Analyse metrics from CRM systems call logs app analytics and network performance data. Identify root causes of CX issues (e.g. dropped calls in mobile installation delays in fixed line) using statistical tools. Recommend process reengineering to minimize defects and enhance service quality across channels.
Channel-Specific Optimization: Develop strategies for owned channels to ensure seamless integration (e.g. unified omnichannel experiences via API linkages). For non-owned channels create partnership guidelines quality assurance protocols and performance SLAs to maintain consistent CX standards without direct control.
Performance Monitoring and Reporting: Generate regular reports with actionable insights using dashboards (e.g. via Tableau or Power BI) to track improvements over time.
Compliance and Risk Management: Ensure TQM initiatives align with regulatory requirements (e.g. data privacy under GDPR/CCPA telecom accessibility standards). Mitigate risks related to service disruptions or channel inconsistencies that could lead to legal or reputational issues.
Collaboration and Stakeholder Management: Work with internal teams (IT marketing operations) and external partners to implement changes. Facilitate cross-departmental quality circles and pilot programs for new CX enhancements.

Qualifications

Required Qualifications

Education: Bachelors degree in business administration Industrial Engineering Quality Management or a related field. Masters degree or certifications in TQM/Six Sigma (e.g. Black Belt) ISO Lead Auditor are highly preferred.
Experience: Minimum 8-10 years in quality management with at least 5 years in the telecommunications sector.

Essential Skills and Competencies

Technical Proficiency: Strong understanding of telecom technologies (e.g. GSM/CDMA for mobile DSL/fibre for fixed line) and digital tools (e.g. CRM analytics platforms like Google Analytics or Splunk). Familiarity with AI-driven CX tools for sentiment analysis and predictive maintenance.
Analytical and Problem-Solving: Expertise in root cause analysis (e.g. Fishbone diagrams Pareto analysis) and statistical methods. Ability to manage big data from diverse sources to derive insights.
Leadership and Communication: Excellent people skills to influence stakeholders at all levels. Proficient in presenting complex data in simple terms facilitating workshops and driving change management.
Project Management: Skilled in agile methodologies and tools like Jira or MS Project to manage TQM initiatives from inception to rollout.
Adaptability: Ability to navigate ambiguities in non-owned channels adapting strategies to varying partner capabilities while maintaining quality standards.
Ethical and Customer-Focused Mindset: Commitment to ethical practices with a passion for delivering superior CX that prioritizes user needs over short-term gains.

Preferred Attributes