About The Role

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