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 to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, 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.
Job Description
Main purpose:
The main purpose of this role is to deliver against KPI targets and plans, through effective management of people and process. Create a positive learning environment that empowers and develops team by being a role model who participates in achieving the wider contact center goals, with an objective towards generation and retention of business.
Key Responsibilities:
Review and sign off monthly quality score and compliance score
Attend meetings with operations team and/or client to report on QA analysis
Manage and handle internal and external escalations
Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods
Manage timely flow of business intelligence information to users
Maintain library of model documents, templates, or other reusable knowledge assets
Synthesize current business intelligence or trend data to support recommendations for action
Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
Assure compliance requirements are met and implement solutions to prevent non-compliance
Monitor and develop campaign performance and ensure that strategies are in line with both business and client expectations
Accomplish quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling employees
Develop quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories
Validate quality processes by establishing quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
Qualifications:
Relevant tertiary qualification
Minimum of 3 years' experience in a quality management role within the contact center industry
Additional Information
Knowledge, skills and attributes required:
Strong interpersonal skills, written and oral communications skills
Ability to take initiative
Ability to communicate effectively with people at all levels both internally and externally
Ability to work to tight deadlines and respond to changing priorities quickly and positively
Ability to plan and carry out responsibilities with minimal direction
Ability to work independently and well in a team
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