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    Quality Group Manager - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    Found in: Talent ZA C2 - 4 days ago

    WNS Global Services background
    Description
    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
    1. 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
    1. 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
    1. 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
    1. 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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