Telecom CX Quality Architect (6-Month Contract)

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

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.