Quality Manager

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.

The main purpose of this position is to lead a team of quality managers and their teams in order to execute the departmental strategic goals to all stakeholders. Deliver 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU. Ensure best use of systems and technology to deliver effectively and efficiently. Ensure that the quality team’s outputs meet stakeholder expectations in terms of quality, compliance, accuracy and targets. Contribute towards Continuous Improvement initiatives to improve compliance, processes and systems at WNS and for our clients as well as personal and team skills. Manage relationships with stakeholders according to company practice.

Key Responsibilities

 Manage a high-performing team providing exceptional quality assurance service to WNS clients

Drive and improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management

Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance

Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting

Effective deployment of RCA framework including communication, reporting, follow through & training (RCA, Analytics, Insights, Trends)

Responsible for robust documentation of quality standards as agreed with the client in alignment to WNS Quality Framework

Digitalization and mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework

Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience

Ensure continued alignment of account to ISO standards through checks & audits

Foster a spirit of continuous learning & collaboration across the team – career development, coaching & mentoring

People management

Professional stakeholder engagement

Attend and complete relevant/scheduled training e.g. Product, BPET etc. (self and assessors)

Strategy

o   Input into departmental strategy

o   Ensure the WNS and QA strategic objectives are adequately and consistently cascaded to the team

o   Add value by making use of technology to improve service and reduce costs

o   Contribute in improving customer satisfaction scores (FCR, and NPS)

o   Create right structures e.g. succession

 

• Grade 12/Matric
• Minimum 24 months’ contact centre operational experience in leadership and/or quality management
• Black Belt certified or well versed and can demonstrate experience in Lean Six sigma concepts, RCA / Analytics / Insights, QC tools & mechanisms (i.e. has the experience but not certified)
• Insurance industry experience will be beneficial

Afternoon and night shifts – Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.

 

Knowledge, Skills and Attributes:

• Analytical mind set
• Proficiency communication skills in verbal & written English
• Self-motivated
• Team player
• Proactive
• Effective emotional intelligence (EQ)
• Clear communicator
• Confident in the team
• Respectful of others
• Fair
• An example of integrity
• Influential
• Willing to delegate
• Attention to detail
• Ability to interpret data into meaningful reports (RCA, Analysis, Insights, Trends)
• Passionate about growing and developing own team
• MS Office at an advanced level