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 Quality–Training 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

Matric