Quality Group Manager - South Africa
WNS
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. To lead a Quality Team in order 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 5PP. 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 MS Office Travel experience Experience Required Essential Minimum 3 years transactional quality / contact centre operational management experience Minimum 3 years travel management experience Computer literacy (MS Office) at an intermediate level - particularly MS Excel Preferred 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 Root Cause Analysis Behavioral Traits Required (These are Behaviours that differentiate the "Good" from the "Great" at WNS) 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 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 Job-Related Knowledge, Competencies & Skills Required Essential Leadership: call center leaders are in charge of people whom they would be expected to direct, manage and mentor. Therefore, they must have excellent interpersonal skills, leadership skills and abilities Motivation: people work harder when they receive the right amount of motivation, so call center leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team Coaching and Mentoring: call center leaders are also expected to be great tutors and excellent mentors to their team Hardworking: to be able to encourage their team to work harder, smarter and more efficiently, they must practice and demonstrate this themselves Goal Setting and Achievement: the call centre leader is also responsible for setting and driving of goals for the team to achieve and therefore, must deliver and achieve their own goals Multitasking: call centre leaders must be able to handle multiple tasks at the same time that are accurate and on time Preferred Knowledge of Quality Assurance Management/Quality and Service Improvement methodologies Additional Information Must be able to travel between WNS sites when required Own transport Willing to work night shift
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