Junior Quality Manager - Call Centre

About the role

WNS South Africa, a business process outsourcing provider operating since 2003, is looking for a Junior Quality Manager in Cape Town. The role leads a team of quality assessors who provide reports, feedback, analysis, insights and trends to stakeholders according to agreed standards, raise service-delivery standards and ensure quality outputs meet expectations in quality, compliance, accuracy and targets. Afternoon and night shifts run Monday to Sunday on a rotational basis.

Key responsibilities

• Lead a team of quality assessors and drive audit compliance, root cause analysis and remediation plans to meet contractually binding audit targets
• Design sampling and stratification strategies based on compliance checks, financial processes, errors, client priorities and agent performance
• Ensure compliance with the quality framework and relevant legislation
• Drive team performance against quality metrics, including SLA baselining, predictive SLA monitoring and reporting
• Facilitate continuous improvement initiatives and manage the customer complaint resolution process
• Ensure process documentation and sign-off follow ISO standards and the WNS Quality Framework
• Deliver timely, accurate reports with business insights and foster continuous learning, coaching and mentoring
• Manage the Quality Boot Camp for new employees, resolve disputes between assessors, agents and team leaders, and create and update compliance trackers
• Create and amend scorecards, attend scheduled training (e.g. product, BPET) and engage professionally with stakeholders

Required profile

• Grade 12 / Matric
• Minimum 24 months of contact centre experience in quality assurance management
• Lean Six Sigma certification (yellow/green belt) and insurance industry experience are beneficial
• Fibre internet access or living in a fibre-enabled area

Required skills

• Analytical mindset and ability to turn data into meaningful reports (RCA, analysis, insights, trends)
• Advanced MS Office
• Proficient verbal and written English