Group Manager - Transactional Quality

WNS (Holdings) Limited (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. 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.

The Group Manager – Transaction Quality will lead the Voice Quality function for assigned accounts, ensuring delivery of consistent, accurate, and insight‑driven quality assurance.

The role demands strong governance, deep Voice process expertise, and the ability to influence performance outcomes through structured quality frameworks and stakeholder partnership.

Key Responsibilities

Quality Governance & Delivery

Lead a high-performing TQ team supporting Voice operations across multiple accounts.

Strengthen governance, ensure adherence to timelines, and manage quality‑related risks proactively.

Sampling, Audits & Standards

Design and execute sampling and stratification strategies based on compliance needs, financial process complexity, customer priorities, and agent performance.

Ensure robust documentation of quality standards in line with client agreements and the TQ Playbook.

Performance Management

Drive delivery of all Quality KPIs and SLAs

Partner with Operations to identify performance gaps and implement corrective actions.

RCA & Continuous Improvement

Deploy a structured RCA framework with clear communication, follow-through, and training interventions.

Lead error analysis, defect reduction initiatives, and quality improvement projects across Voice processes.

Insights & Stakeholder Engagement

Provide meaningful business insights through statistical analysis of defects, exceptions, and trends.

Influence stakeholders with data-backed recommendations that enhance performance and customer experience.

Represent the Quality function in client and governance forums.

People Leadership

Coach, mentor, and develop QAs to build capability and drive continuous learning.

Foster collaboration, knowledge sharing, and a culture of quality excellence.

Experience

Minimum 5 years in Transaction Quality across Voice / Back Office / Blended processes — mandatory.

Experience in BPM / KPO / Captive / Contact Centre environments — mandatory.

Insurance domain experience preferred.

Prior experience in:TQ management

Mentoring quality improvement projects

BQ management

RCA deployment

Reporting & error analysis

Client & stakeholder management

Skills

Strong communication and presentation skills

Deep understanding of Voice process quality frameworks

Strong analytical and problem‑solving capability

Ability to influence cross-functional teams and senior stakeholders