Company DescriptionWNS Global Services Inc. (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. Globally, the group's over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.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 DescriptionMonitor calls on a daily basis and provide constructive feedback to customer service advisorsCreate reports on a weekly/monthly basis for management reportingPlay an important role in achieving team targetsCoordinate with the respective Team leaders/managers regarding associate performance on qualityEnsuring quality audits are done as per defined frequencyIdentify the training requirements of the associates and suggest the same to the training teamInitiate and organize process improvement methods and techniquesEnsure that core standards defined within the process are strictly followedEstablishing, implementing and maintaining QA framework across all departmentsKeeping track of feedbacks to associates and effectiveness to ensure exceptional service delivery.QualificationsMatricAbility to develop, maintain and improve quality system standards, procedures and controlsKnowledge of role based performance scorecards as well as the design of process performance scorecardsExperience in conducting regular performance review of quality objectives/targets/metrics to ensure its suitability/ adequacy and effectiveness for internal teams as well as business partnersData analysis with strong analytical skills with an ability to draw conclusions from dataError analysis and root cause conduct RCA's/studies to identify reason for customer dissatisfaction/process failure and suggest actions.Additional Informationretails experience will be preferable and that it is a 24/7 shifted environment.Location is Century City.
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