Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations.
We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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Transactional Quality Manager - Night Shift - Travel Contact Centre
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
Gmail
Yahoomail