Specialist Total Quality Management

Centurion - South Africa

Monthly Salary: Not Disclosed

Posted on: 28 days ago

Vacancies: 1 Vacancy

Job Summary

The TQM Expert will serve as a strategic consultant or internal specialist focused on enhancing customer experience (CX) across a clients 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 Clients 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

Education: Bachelors degree in business administration Industrial Engineering Quality Management or a related field. Masters degree or certifications in TQM/Six Sigma (e.g. Black Belt) ISO Lead Auditor are highly preferred.
Experience: Minimum 8-10 years in quality management with at least 5 years in the telecommunications sector.

Essential Skills and Competencies

Technical Proficiency: Strong understanding of telecom technologies (e.g. GSM/CDMA for mobile DSL/fibre for fixed line) and digital tools (e.g. CRM analytics platforms like Google Analytics or Splunk). Familiarity with AI-driven CX tools for sentiment analysis and predictive maintenance.
Analytical and Problem-Solving: Expertise in root cause analysis (e.g. Fishbone diagrams Pareto analysis) and statistical methods. Ability to manage big data from diverse sources to derive insights.
Leadership and Communication: Excellent people skills to influence stakeholders at all levels. Proficient in presenting complex data in simple terms facilitating workshops and driving change management.
Project Management: Skilled in agile methodologies and tools like Jira or MS Project to manage TQM initiatives from inception to rollout.
Adaptability: Ability to navigate ambiguities in non-owned channels adapting strategies to varying partner capabilities while maintaining quality standards.
Ethical and Customer-Focused Mindset: Commitment to ethical practices with a passion for delivering superior CX that prioritizes user needs over short-term gains.

Preferred Attributes

Knowledge of sustainability in quality management (e.g. reducing e-waste through better service processes).

Remote Work :

Employment Type :

Full-time

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

Education: Bachelors degree in business administration Industrial Engineering Quality Management or a related field. Masters degree or certifications in TQM/Six Sigma (e.g. Black Belt) ISO Lead Auditor are highly preferred.
Experience: Minimum 8-10 years in quality management with at least 5 years in the telecommunications sector.

Essential Skills and Competencies

Technical Proficiency: Strong understanding of telecom technologies (e.g. GSM/CDMA for mobile DSL/fibre for fixed line) and digital tools (e.g. CRM analytics platforms like Google Analytics or Splunk). Familiarity with AI-driven CX tools for sentiment analysis and predictive maintenance.
Analytical and Problem-Solving: Expertise in root cause analysis (e.g. Fishbone diagrams Pareto analysis) and statistical methods. Ability to manage big data from diverse sources to derive insights.
Leadership and Communication: Excellent people skills to influence stakeholders at all levels. Proficient in presenting complex data in simple terms facilitating workshops and driving change management.
Project Management: Skilled in agile methodologies and tools like Jira or MS Project to manage TQM initiatives from inception to rollout.
Adaptability: Ability to navigate ambiguities in non-owned channels adapting strategies to varying partner capabilities while maintaining quality standards.
Ethical and Customer-Focused Mindset: Commitment to ethical practices with a passion for delivering superior CX that prioritizes user needs over short-term gains.

Preferred Attributes

Knowledge of sustainability in quality management (e.g. reducing e-waste through better service processes).

Remote Work :

Employment Type :

Full-time

Key Skills

Quality Assurance
FDA Regulations
Data Collection
Food Safety Experience
ISO 9001
Mobile Devices
Root cause Analysis
Quality Systems
OSHA
Food Processing
Quality Management
cGMP

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About Company

WNS Global Services

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable busin ... View more

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