Group Manager - Transactional Quality at WNS Global Services SA

Job Description

• 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

• EssentialMatric/Grade 12 Certificate Preferred
• Tertiary qualification in Contact Centre Management or similarContinuous Improvement E.g. Lean Six Sigma certification Yellow, Green Belt•
• MS Office GDS Experience – Sabre
• Experience Required
• EssentialMinimum 3 years transactional quality / contact centre operational management experience•
• Computer literacy (MS Office) at an intermediate level - particularly MS ExcelPreferredContact 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
• 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