Transactional Quality Manager - Night Shift - Travel Contact Centre at WNS Global Services

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