WNS 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.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 DescriptionThe main purpose of this position is to lead a team of quality managers and their teams in order to execute the departmental strategic goals to all stakeholders. 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. Manage relationships with stakeholders according to company practice.Key ResponsibilitiesManage a high-performing team providing exceptional quality assurance service to WNS clientsDrive and improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk managementDeliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Customer priorities & Agent performanceResponsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reportingEffective deployment of RCA framework including communication, reporting, follow through & training (RCA, Analytics, Insights, Trends)Responsible for robust documentation of quality standards as agreed with the client in alignment to WNS Quality FrameworkDigitalization and mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control frameworkProvide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experienceEnsure continued alignment of account to ISO standards through checks & auditsFoster a spirit of continuous learning & collaboration across the team – career development, coaching & mentoringAttend and complete relevant/scheduled training e.g. Product, BPET etc. (self and assessors)Ensure the WNS and QA strategic objectives are adequately and consistently cascaded to the teamAdd value by making use of technology to improve service and reduce costsContribute in improving customer satisfaction scores (FCR, and NPS)Create right structures e.g. successionQualificationsGrade 12/MatricMinimum 24 months' contact centre operational experience in leadership and/or quality managementBlack Belt certified or well versed and can demonstrate experience in Lean Six sigma concepts, RCA / Analytics / Insights, QC tools & mechanisms (i.e. has the experience but not certified)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 setProficiency communication skills in verbal & written EnglishSelf-motivatedTeam playerProactiveEffective emotional intelligence (EQ)Confident in the teamRespectful of othersAn example of integrityInfluentialWilling to delegateAbility to interpret data into meaningful reports (RCA, Analysis, Insights, Trends)Passionate about growing and developing own team
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