Senior Quality Manager

1 month ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Senior Quality Manager

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.
Qualifications:
  • 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.
Additional Information:

This role is based in Claremont, with a rotational shift 24/7, Monday to Sunday.



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