Specialist: Total Quality Management

Company Description
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.

Job Description
The TQM Expert will serve as a strategic consultant or internal specialist focused on enhancing customer experience (CX) across a client's mobile and fixed-line services. This role involves implementing TQM principles to identify, analyze, and resolve quality issues in customer interactions, service delivery, and operational processes. The expert will address challenges spanning owned channels (e.g., company-owned retail stores, direct websites, apps, and call centers) and non-owned channels (e.g., third-party retailers, partner networks, resellers, and affiliate platforms). The goal is to drive continuous improvement, reduce customer churn, increase process efficiency, and ensure compliance with industry standards and Client's business processes.

This position requires a blend of analytical, leadership, and technical skills to foster a quality-driven culture, leveraging data from diverse sources to optimize end-to-end customer journeys in a multi-technology environment (mobile: 4G/5G, IoT; fixed-line: broadband, fibre optics, VoIP).

Please note that this is a 6 month contract position with the possibility to extend.

Key Responsibilities

• Customer Experience Assessment and Mapping: Conduct comprehensive audits of CX touchpoints across mobile and fixed-line services. Map customer journeys from awareness to post-sale support, identifying pain points in owned (e.g., self-service portals) and non-owned channels (e.g., external e-commerce partners). Use tools like process flow diagrams and voice-of-the-customer (VoC) feedback to pinpoint inefficiencies.
• TQM Framework Implementation: Design and deploy TQM methodologies such as PDCA (Plan-Do-Check-Act), Six Sigma (DMAIC), or Lean principles tailored to telecom operations. Integrate quality controls for service reliability, billing accuracy, network uptime, and issue resolution times.
• Data-Driven Analysis and Improvement: Analyse metrics from CRM systems, call logs, app analytics, and network performance data. Identify root causes of CX issues (e.g., dropped calls in mobile, installation delays in fixed line) using statistical tools. Recommend process reengineering to minimize defects and enhance service quality across channels.
• Channel-Specific Optimization: Develop strategies for owned channels to ensure seamless integration (e.g., unified omnichannel experiences via API linkages). For non-owned channels, create partnership guidelines, quality assurance protocols, and performance SLAs to maintain consistent CX standards without direct control.
• Performance Monitoring and Reporting: Generate regular reports with actionable insights, using dashboards (e.g., via Tableau or Power BI) to track improvements over time.
• Compliance and Risk Management: Ensure TQM initiatives align with regulatory requirements (e.g., data privacy under GDPR/CCPA, telecom accessibility standards). Mitigate risks related to service disruptions or channel inconsistencies that could lead to legal or reputational issues.
• Collaboration and Stakeholder Management: Work with internal teams (IT, marketing, operations) and external partners to implement changes. Facilitate cross-departmental quality circles and pilot programs for new CX enhancements.

Qualifications
Required Qualifications

• Education: Bachelor's degree in business administration, Industrial Engineering, Quality Management, or a related field. Master's degree or certifications in TQM/Six Sigma (e.g., Black Belt), ISO Lead Auditor are highly preferred.
• Experience: Minimum 8-10 years in quality management, with at least 5 years in the telecommunications sector.

Essential Skills And Competencies

• Technical Proficiency: Strong understanding of telecom technologies (e.g., GSM/CDMA for mobile, DSL/fibre for fixed line) and digital tools (e.g., CRM, analytics platforms like Google Analytics or Splunk). Familiarity with AI-driven CX tools for sentiment analysis and predictive maintenance.
• Analytical and Problem-Solving: Expertise in root cause analysis (e.g., Fishbone diagrams, Pareto analysis) and statistical methods. Ability to manage big data from diverse sources to derive insights.
• Leadership and Communication: Excellent people skills to influence stakeholders at all levels. Proficient in presenting complex data in simple terms, facilitating workshops, and driving change management.
• Project Management: Skilled in agile methodologies and tools like Jira or MS Project to manage TQM initiatives from inception to rollout.
• Adaptability: Ability to navigate ambiguities in non-owned channels, adapting strategies to varying partner capabilities while maintaining quality standards.
• Ethical and Customer-Focused Mindset: Commitment to ethical practices, with a passion for delivering superior CX that prioritizes user needs over short-term gains.

Preferred Attributes

• Knowledge of sustainability in quality management (e.g., reducing e-waste through better service processes).