Senior Group Manager Transactional Quality and Training

Job Purpose and Role

Lead the Training and Transaction Quality functions for the Account(s) building an integrated capability that converts quality insight into learning action enabling the business(s) with cutting-edge knowledge management and quality assurance practices to meet and exceed business compliance and customer experience goals.

Primary Duties & Responsibilities

Leadership & Strategy

• Develop and lead a combined team of highly competent Training and Transaction Quality professionals delivering best-in-class learning and assurance outcomes to the Account(s).
• Own the integrated QualityTraining operating rhythm: ensure quality findings RCA themes and customer feedback systematically drive TNI curriculum refresh and coaching interventions.
• Be the Practice and Thought Leader for cutting-edge solutions that drive business performance improvement for the Account(s).
• Be the ambassador for the latest and most innovative practices and technology and implement best practices across both functions.
• Lead and develop a high-performing team supporting the Account(s) with clear succession and capability pipelines.

Training

• Plan execute and monitor all training and development interventions new hire cross-skill up-skill refresher and leadership development to enhance team and operational excellence.
• Drive training efficiency and effectiveness through the Training Metrics (throughput speed-to-proficiency certification pass rates early-life attrition training ROI).
• Drive strategy for content management and instructional design using the latest technology and practices digital learning simulation AI-assisted content and assessment to stay ahead of the competition.
• Drive ROI for the learning investment in people and the value delivered to the business.

Transaction Quality

• Own the end-to-end quality assurance framework for the Account(s) sampling design evaluation forms scoring methodology calibration governance and audit coverage across contact centre and back-office processes.
• Drive quality metrics and outcomes: internal and client quality scores critical/fatal error rates accuracy first-time-right CSAT/NPS and DSAT reduction complaint and regulatory-breach avoidance.
• Institutionalize robust Root Cause Analysis (5-Why Fishbone Pareto) and ensure corrective and preventive actions are closed with measurable impact.
• Lead calibration with clients operations and support functions to ensure scoring consistency and a single version of the truth.
• Deploy analytics-led assurance speech/text analytics AI-assisted audit automated sampling and dashboarding to move from sample-based inspection toward full-population intelligence.
• Own quality compliance and audit readiness for the Account(s) including regulatory client and internal audit requirements and drive governance on audit commitments and controls.
• Drive continuous improvement and business excellence projects (Lean / Six Sigma / Kaizen) that deliver measurable productivity cost and CX benefits.

Client & Stakeholder Management

• Act as the senior Training and Quality interface for client leadership; own governance decks business reviews and improvement commitments.
• Partner with Operations Transitions Solutions and Bid teams to represent the Training & Quality proposition in new business expansions and transitions.

Desired Experience and Skills

• Matric
• Overall work experience of minimum 12 years; minimum 6 years in Training and/or Transaction Quality with demonstrated leadership of both functions
• Should have experience in supporting training and quality for contact centre and back-office processes
• Experience in training digitalization and in deploying analytics or AI-led quality assurance
• Knowledge and experience of Six Sigma (Green Belt / Black Belt certification preferred) Lean Agile methodology and a demonstrated digital mindset
• Working knowledge of quality management systems and industry frameworks (e.g. COPC ISO) and of regulatory/compliance expectations relevant to the vertical
• Strong data storytelling and executive communication skills; comfortable presenting to client and internal senior leadership
• Strong work ethic with a will-to-win attitude demonstrates personal excellence lives the growth mindset and adapts to WNS Values
• Ability to work through unstructured problems shifting priorities multiple demands ambiguity and rapid changes

Qualifications :

Matric

Remote Work :

No

Employment Type :

Full-time