Group Manager - Transactional Quality

Company Description

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 a structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of out performance, 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.

• Oversee and manage 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 related to the Quality Program, including assessment, risk identification, recommendations, drafting QA documentation, and conducting in‑depth quality assurance review
• Lead or participate in the maintenance of standard processes and new process releases, providing coaching for institutionalization
• Be available as a resource for Project/Program Management mobilization when capacity permits
• Manage and participate in special projects requested by leadership, including managing the Quality Assurance pool (certifications, re‑certifications, assignment process)
• Develop requirements for Quality Assurance capability development and maintenance of QA skills and expertise
• Drive 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 defining, collecting, and maintaining process metrics and applying statistical analysis techniques to increase predictability of the development process
• Contribute and participate in productivity improvement initiatives
• Provide clear governance on quality tasks related to insights generation and innovation
• Ensure quality measures align with program outputs or SLAs
• Implement regular coaching sessions with team members, recognizing strengths and developing action plans to address areas for improvement
• Create developmental road maps for Quality personnel
• Establish standardization and documentation of team processes and procedures

• Grade 12
• 3-4 years experience as a QA Manager
• Understanding of quality methodologies (Lean Six Sigma, Kaizen, etc.)
• Direct client management experience

Mid‑Senior level

Full‑time

Quality Assurance

Outsourcing/Offshoring

Durban, Kwa Zulu‑Natal, South Africa