Quality Assurance Director
3 weeks ago
About the Role:
As the Senior Quality Manager at WNS Global Services, you will be responsible for leading our quality function and ensuring the delivery of exceptional customer experiences to our clients.
Key Responsibilities:
• Work 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.
• Deliver 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 Leaders.
• 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.
Qualifications:
• Tertiary education in a relevant field that is fit for purpose for this role.
• TQM Qualification via a registered training provider will be beneficial.
• Certified Six Sigma Black Belt is preferred.
• 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 year's experience in Six Sigma project delivery preferred.
Additional Information:
This role is based in Claremont with rotational shifts 24/7, Monday to Sunday.
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