Group Manager - Transactional Quality

Group Manager - Transactional Quality

WNS Cape Town, Western Cape, South Africa

WNS (Holdings) Limited (NYSE : WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people. Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

• Oversees and manages the Quality Team
• Manage the Continuous Improvement of the Quality Team
• Conduct Root Cause Analysis and Solution Identification and proactively communicate relevant observations or findings with all stakeholders
• Facilitate business reviews and performance discussion with both internal and external clients
• Support activities include assessment activities related to the Quality Program, identification of risks and recommendations, draft QA documentation and conduct in depth quality assurance review
• Lead / participate in maintenance of standard processes and new process releases and provide coaching for institutionalizing them
• Available to be leveraged as a resource (if available capacity) for Project / Program Management mobilization
• Manage and participate in special projects as requested by Leadership – Manage Quality Assurance pool including certifications, re-certifications and the assignment process
• Develop requirements for Quality Assurance capability development and the maintenance of Quality Assurance skills and expertise
• Driving reporting and analytics requirements for Quality Assurance management
• Facilitate and administer Quality Assurance performance / recognition feedback
• Participate in program development and continuous improvement initiatives
• Assist Project Management in process metrics definition / collection and maintenance and bringing in statistical analysis techniques for increasing predictability of the development process – Contribute and participate productivity improvement initiatives
• Provide clear governance on quality tasks relative to insights generation and innovation
• Ensure quality measures align with program outputs or SLAs
• Ensures the implementation of regular coaching sessions with team members, recognizing strengths and develop action plans to address areas for improvement
• Create developmental road maps for Quality personnel
• Establish standardization and documentation of team processes and procedures.

Qualifications

Days off will be in the week.

Seniority level

Employment type

Job function

Industries

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