Quality Manager - Call Centre

About the role

WNS Global Services is looking for a Quality Manager in Cape Town to lead its quality function for a client. The role ensures the best possible customer experience for clients' customers who interact with WNS staff, and provides insights to operations on ways to improve the customer journey. It is based in Claremont with a 24/7 rotation schedule, Monday to Sunday.

Key responsibilities

• Work with the operations management team to drive account performance through the delivery of an agreed QA framework per campaign.
• Own the overall customer experience delivery, support and execution for the client.
• 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 Assessors.
• Maintain a working knowledge of the call centre and project operations so that actionable insights can be shared internally and externally.
• Assist in analysing client metrics consistently and recommend improvements to efficiency.

Required profile

• 3+ years of experience in a Quality or Customer Experience role within the BPO industry.
• 2+ years in a leadership role within a Quality or Customer Experience function.
• TQM qualification from a registered training provider is beneficial.
• Certified Six Sigma Belt is preferred.

Required skills

• Experience with LEAN or Six Sigma methodologies.
• Ability to analyse client metrics and turn them into efficiency recommendations.