Job DescriptionThe main purpose of this position is to lead a team of quality assessors in order to provide reports, feedback, analysis, insights and trends to stakeholders according to agreed standards.
Deliver 'Next-Gen' Quality by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU.
Ensure best use of systems and technology to deliver effectively and efficiently.
Ensure that the quality team's outputs meet stakeholder expectations in terms of quality, compliance, accuracy and targets.
Contribute towards Continuous Improvement initiatives to improve compliance, processes and systems at WNS and for our clients as well as personal and team skills.Note - Afternoon and night shifts – Monday to Sunday (rotational shifts)Candidates are required to have fibre or live in a fibre enabled area.Key Responsibilities·Drive and conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targetsDeliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Client priorities and Agent performanceEnsure compliance to the quality framework and relevant legislation·Responsible for driving team performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting·Facilitate Continuous Improvement initiatives within the teamAccountable for the customer complaint resolution process·Ensure process documentation and sign off as per ISO standards and WNS Quality FrameworkResponsible for delivery of reports that are timely, accurate and with business insightsFoster a spirit of continuous learning and collaboration across the team – career development, coaching and mentoringPeople managementManage Quality Boot camp of new employeesProfessional stakeholder engagementManage disputes between assessors and agents/team leadersEnsure that compliance trackers are created, updated and filed at all timesCreate and amend scorecards according to operational needsAttend and complete relevant/scheduled training e.g.
Product, BPET etc.
(self and assessors)Qualifications· Grade 12/Matric· Minimum 24 months' contact centre experience in quality assurance management· Lean Six Sigma certification will be beneficial (yellow/green belt)· Insurance industry experience will be beneficialAdditional InformationAfternoon and night shifts – Monday to Sunday (rotational shifts)Candidates are required to have fibre or live in a fibre enabled area.Knowledge, Skills and Attributes:· Analytical mind set· Proficiency communication skills in verbal & written English· Self-motivated· Team player· Proactive· Effective emotional intelligence (EQ)· Clear communicator· Confident in the team· Respectful of others· Fair· An example of integrity· Influential· Willing to delegate· Attention to detail· Ability to interpret data into meaningful reports (RCA, Analysis, Insights, Trends)· Passionate about growing and developing own team· MS Office at an advanced level