Group Manager - Quality - South Africa
Wns Global Services
Durban, KwaZulu-Natal
4d ago
source : findojobs-za

Job DescriptionTo lead a team of Quality Assessors and PV Agents to execute the departmental strategic goals to all stakeholders.

Ensure best use of systems and technology to deliver effectively and efficiently.Ensure that the Quality and PV teams outputs meet stakeholder expectations in terms of quality, accuracy and targets.

Deploy and manage Continuous Improvement initiatives to drive transformation and improve processes and systems at WNS and for our clients as well as personal and team skills.

Manage relationships with stakeholders according to company practice.KPIs : Manages a group of AM & DM - handling multiple workflowsResponsible for developing and executing Quality oriented strategies to support overall operations across different processesEnsures Quality SLA's are met across different processes managed by each Quality ManagerAligns with the Client Quality leaders to ensure key objectives and processes are in syncApproving authority of all Quality Standard Documents - in compliance to ISO : Develops plans to minimize cost and increase productivityPlans for manpower requirements and implemented right sizing of the department when neededCreates process documentation and standardizes processes of qualityConduct trainings for quality as neededDevelop the quality team in accordance to the quality roadmapQualificationsEssentialMatric / Grade 12 CertificateCertified Black Belt from a reputable institutePreferredTertiary qualification in Contact Centre Management or similarCertified Black Belt from a reputable instituteMS OfficeAdditional InformationExperience : 6-10 Years experience in managing a quality assurance function for a client driven process8-12 years of total work experienceCertified Black Belt from a reputable instituteExperience in identifying improvement & transformation opportunities and solving through a structured methodologyStrong people & team management experience with proven leadership skillsHighly analytical, with a track-record of being a strong problem solver, capable of translating analysis and insights into actionable business planAbility to learn quickly and handle complexity, change and ambiguityStrong Client Management skillsAbility to influence stakeholders with a data driven approach

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