Senior Manager - Transactional Quality

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

This role exists to be the head of our quality function, responsible for the delivery of this function for our client. The role is required to ensure that we deliver the best possible customer experience to any of our client’s customers who interact with a WNS employee and provide insights back to the client and operations on opportunities to improve the overall customer journey.

Key Responsibilities:

• Works with the senior leadership team to drive account performance through the delivery of defined and agreed QA framework per campaign.
• Responsible for overall customer experience delivery, support and execution.
• Delivers the required number of QA assessments per campaign / agent per month as agreed in the contract or the QA framework.
• Support and develop a team of Quality Managers.
• Maintain a working knowledge of the entire call center operation as well as project operation to ensure that we deliver actionable insights that can add value either internally or externally.
• Provides leadership for quality team and ensures adherence to company and department policies and procedures.
• Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency for all operations.
• Consistent review of Quality and CEX processes, auditing individual groups to ensure that all core processes and tools are being utilized to achieve optimum results for our clients and their customers.

Qualification, Experience and Skills required:

• Tertiary education in a relevant field that is fit for purpose for this role.
• TQM Qualification via a registered training provider will be beneficial
• 5+ years’ experience in a Quality / Customer Experience role within BPO industry with 2+ years in a leadership role within a Quality / Customer Experience function.
• Experience in running and completing projects to completion in a complex environment.
• Stakeholder Management at a senior and executive level including relationship management.
• One years’ experience in Six Sigma project delivery preferred.
• Proven track record of managing UK regulated quality function.
• Experience in UK utilities such as energy/water/telco preferred.