Specialist : Total Quality Management

WNS Global Services; Centurion; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading global services provider seeks a TQM Expert with a strong background in telecommunications and quality management. The role involves enhancing customer experience through TQM principles and data-driven strategies across multiple channels. Candidates must possess a bachelor's degree and at least 8 years of relevant experience. This position offers a 6-month contract with potential for extension.

Qualifications

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

Responsibilities

• Conduct audits of customer experience touchpoints.
• Design and deploy TQM methodologies.
• Analyze metrics from CRM systems to identify issues.
• Develop strategies for seamless integration of channels.
• Generate reports with actionable insights and dashboards.
• Ensure TQM initiatives align with regulatory requirements.
• Collaborate with internal teams and partners.

Skills

Telecom technologies understanding

Analytical problem-solving

Leadership skills

Project management

Adaptability

Customer-focused mindset

Education

Bachelor’s degree in business administration or related field

Master’s degree or TQM/Six Sigma certifications

Tools

Google Analytics

Tableau

Power BI

Jira

MS Project

Job description

Overview

The TQM Expert will serve as a strategic consultant or internal specialist focused on enhancing customer experience (CX) across a client’s 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 Client’s 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 : Bachelor’s degree in business administration, Industrial Engineering, Quality Management, or a related field. Master’s 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

• Knowledge of sustainability in quality management (e.g., reducing e-waste through better service processes).