Senior Quality Manager

About the role

WNS Global Services is looking for a Senior Quality Manager in Cape Town to lead its quality function for a client. The role is responsible for delivering the best possible customer experience to the client's customers who interact with a WNS employee, and for giving the client and operations insights on how to improve the overall customer journey. The position is based in Claremont with a 24/7 rotation schedule, Monday to Sunday.

Key responsibilities

• Work with the senior leadership team to drive account performance through the delivery of an agreed QA framework per campaign.
• Own overall customer experience delivery, support and execution.
• Deliver the required number of QA assessments per campaign and per agent per month as agreed in the contract or QA framework.
• Support and develop a team of Quality Leaders.
• Maintain a working knowledge of the call centre and project operations so that actionable insights can be shared internally and externally.
• Provide leadership for the quality team and ensure adherence to company and department policies and procedures.
• Analyse client metrics and staffing consistently and recommend improvements for efficiency.
• Review Quality and CEX processes regularly and audit individual groups to ensure core processes and tools are used effectively.

Required profile

• Tertiary education in a relevant field.
• 5+ years' experience in a Quality or Customer Experience role within the BPO industry, including 2+ years in a leadership role.
• Experience running projects to completion in a complex environment.
• Senior-level stakeholder management, including relationship management.
• One year of Six Sigma project delivery experience preferred.

Required skills

• TQM qualification from a registered training provider is beneficial.
• Certified Six Sigma Black Belt preferred.