Transactional Quality Manager

4 weeks ago


Cape Town, South Africa WNS Global Services Full time
Job Description

To lead a Quality Team to execute the departmental strategic goals through reports, feedback, insights and trends to stakeholders according to agreed standards.

Manage 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU.

Ensure best use of systems and technology to deliver effectively and efficiently.

Ensure that the Quality team’s outputs meet stakeholder expectations in terms of quality, accuracy and targets.

Contribute towards Continuous Improvement initiatives to improve processes and systems at WNS and for our clients as well as personal and team skills - making sure that we have a Continuous Improvement map and plan for our client by adding meaningful value through insights, analytics and staying on the forefront of new technologies and processes.

Manage relationships with stakeholders according to company practice and your team according to WNS 5 People Promises. 


Qualifications

Qualifications Required

Essential• Matric/Grade 12 Certificate Preferred•

Tertiary qualification in Contact Centre Management or similar• Continuous Improvement E.g. Lean Six Sigma certification Yellow, Green Belt• (Preferred)

MS Office

Experience Required

Essential• Minimum 3 years transactional quality / contact centre operational management experience•

Computer literacy (MS Office) at an intermediate level - particularly MS ExcelPreferred• Contact Centre Leadership experience•

People management experience•

Stakeholder management experience•

Report writing and report presentation capability•

Knowledge of contact centre technology •

Knowledge of industry best practice•

Lean Six Sigma•

Behavioral Traits Required

• Self-motivated

• Team player

• Proactive

• Effective emotional intelligence (EQ)

• Effective communicator

• Self confidence

• Respectful of others

• Fair

• Lead by example

• An example of integrity

• Influential

• Willing to delegate

• Willing to learn

• Attention to detail

l• Analytical thinking

• Ability to interpret data into meaningful reports

• Passionate about growing and developing own team

• Ability to engage with stakeholders at all levels

• Conflict management


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