Quality Manager

About the role

WNS Global Services is looking for a Quality Manager in Cape Town to lead a team of quality managers and their teams so that the department's strategic goals are delivered to all stakeholders. The role drives 'Next-Gen' quality by raising service-delivery standards, enabling low-risk day-to-day operations, and ensuring quality outputs meet stakeholder expectations in quality, compliance, accuracy and targets.

Key responsibilities

• Lead a high-performing team delivering quality assurance services to WNS clients, with coaching, mentoring and career development.
• Improve efficiency and operating margins while focusing on governance, timelines and risk management.
• Define sampling and stratification strategies based on compliance checks, financial processes, errors, customer priorities and agent performance.
• Drive performance against quality metrics, including SLA baselining, predictive SLA monitoring and reporting.
• Deploy the RCA framework, including communication, reporting, follow-through and training.
• Document quality standards agreed with the client in line with the WNS Quality Framework.
• Digitalise and mistake-proof quality assurance delivery by embedding digital tools in the audit and control framework.
• Provide business insights through statistical analysis of defects, exceptions and trends, and keep accounts aligned to ISO standards through checks and audits.
• Contribute to departmental strategy, cascade objectives to the team, and improve customer satisfaction scores (FCR and NPS).
• Engage professionally with stakeholders and attend scheduled training such as product and BPET courses.

Required profile

• Grade 12 / Matric.
• At least 24 months of contact centre operational experience in leadership and/or quality management.
• Experience in the insurance industry is beneficial.
• Ability to interpret data into meaningful reports (RCA, analysis, insights, trends).

Required skills

• Lean Six Sigma Black Belt certification, or equivalent hands-on experience with RCA, analytics, insights, QC tools and mechanisms.
• Advanced MS Office.
• Verbal and written English proficiency.

The role involves afternoon and night shifts, Monday to Sunday on a rotational basis, and candidates must have fibre internet or live in a fibre-enabled area.