Senior Quality Manager
1 month ago
WNS Global Services is seeking a highly skilled and experienced Senior Quality Manager to lead our quality function and drive excellence in customer experience delivery.
Key Responsibilities:- Collaborate with senior leadership to develop and implement a quality framework that drives account performance.
- Oversee the delivery of customer experience excellence, ensuring high-quality interactions with clients' customers.
- Develop and maintain a team of Quality Leaders, providing guidance and support to ensure quality standards are met.
- Analyze client metrics and staffing to optimize operations and make recommendations for efficiency.
- Conduct regular audits to ensure adherence to quality processes and tools.
- Tertiary education in a relevant field.
- TQM Qualification or Certified Six Sigma Black Belt is highly desirable.
- Minimum 5 years' experience in a Quality/Customer Experience role, with 2+ years' in a leadership position.
- Proven experience in project delivery, stakeholder management, and relationship building.
This role is based in Claremont, with a rotational shift 24/7, Monday to Sunday.
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