Quality Manager

About the role

WNS Global Services is seeking a Quality Manager to lead a high‑performing team of quality managers and their analysts. The role focuses on delivering next‑generation quality standards, ensuring low‑risk operations and zero‑surprise business‑as‑usual delivery for our clients across South Africa.

Key responsibilities

• Lead and develop a team that provides exceptional quality assurance services to WNS clients.
• Design and execute sampling and stratification strategies based on compliance checks, financial processes, error trends, customer priorities and agent performance.
• Drive performance against all quality metrics, including SLA baselining, predictive SLA monitoring and reporting.
• Implement and manage the Root Cause Analysis (RCA) framework, ensuring effective communication, reporting, follow‑through and training.
• Maintain robust documentation of quality standards in alignment with client agreements and WNS quality guidelines.
• Collaborate with stakeholders to ensure outputs meet expectations for quality, compliance, accuracy and targets.
• Contribute to continuous improvement initiatives that enhance compliance, processes and systems for both WNS and its clients.

Required profile

• Proven experience leading quality assurance teams in a BPM or BPO environment.
• Strong stakeholder management and relationship‑building skills.
• Demonstrated ability to drive operational efficiency and risk management.
• Track record of delivering measurable improvements in quality and compliance.

Required skills

• Root Cause Analysis (RCA) methodology
• SLA monitoring and reporting tools
• Sampling and stratification techniques for compliance checks
• Analytics and insights generation

What we offer

• Clear career path with coaching, mentoring and professional development programs.
• Culture of outperformance, engagement and celebration.
• Opportunity to contribute to community initiatives through the WNS Cares Foundation.