Specialist : Total Quality Management

Overview

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 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.

Note : This is a 6 month contract position with the possibility to extend.

Job Description

The TQM Expert will serve as a strategic consultant or internal specialist focused on enhancing customer experience (CX) across a client’s mobile and fixed-line services. This role involves implementing TQM principles to identify, analyze, and resolve quality issues in customer interactions, service delivery, and operational processes. The expert will address challenges spanning owned channels (e.g., company-owned retail stores, direct websites, apps, and call centers) and non-owned channels (e.g., third-party retailers, partner networks, resellers, and affiliate platforms). The goal is to drive continuous improvement, reduce customer churn, increase process efficiency, and ensure compliance with industry standards and Client’s business processes.

This position requires a blend of analytical, leadership, and technical skills to foster a quality-driven culture, leveraging data from diverse sources to optimize end-to-end customer journeys in a multi-technology environment (mobile : 4G / 5G, IoT; fixed-line : broadband, fibre optics, VoIP).

Please note that this is a 6 month contract position with the possibility to extend.

Key Responsibilities

• Customer Experience Assessment and Mapping : Conduct comprehensive audits of CX touchpoints across mobile and fixed-line services. Map customer journeys from awareness to post-sale support, identifying pain points in owned (e.g., self-service portals) and non-owned channels (e.g., external e-commerce partners). Use tools like process flow diagrams and voice-of-the-customer (VoC) feedback to pinpoint inefficiencies.
• TQM Framework Implementation : Design and deploy TQM methodologies such as PDCA (Plan-Do-Check-Act), Six Sigma (DMAIC), or Lean principles tailored to telecom operations. Integrate quality controls for service reliability, billing accuracy, network uptime, and issue resolution times.
• Data-Driven Analysis and Improvement : Analyse metrics from CRM systems, call logs, app analytics, and network performance data. Identify root causes of CX issues (e.g., dropped calls in mobile, installation delays in fixed line) using statistical tools. Recommend process reengineering to minimize defects and enhance service quality across channels.
• Channel-Specific Optimization : Develop strategies for owned channels to ensure seamless integration (e.g., unified omnichannel experiences via API linkages). For non-owned channels, create partnership guidelines, quality assurance protocols, and performance SLAs to maintain consistent CX standards without direct control.
• Performance Monitoring and Reporting : Generate regular reports with actionable insights, using dashboards (e.g., via Tableau or Power BI) to track improvements over time.
• Compliance and Risk Management : Ensure TQM initiatives align with regulatory requirements (e.g., data privacy under GDPR / CCPA, telecom accessibility standards). Mitigate risks related to service disruptions or channel inconsistencies that could lead to legal or reputational issues.
• Collaboration and Stakeholder Management : Work with internal teams (IT, marketing, operations) and external partners to implement changes. Facilitate cross-departmental quality circles and pilot programs for new CX enhancements.

Qualifications

Required Qualifications

Essential Skills And Competencies

Preferred Attributes

Seniority level

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