Job Description

To lead a team of Quality Assistant Managers and their teams in order to execute the departmental strategic goals to all stakeholders.


Manage '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, targets and insights.


Contribute towards Continuous Improvement initiatives to improve processes and systems at WNS and for our clients as well as personal and team skills.


Manage relationships with stakeholders according to company practice.


Additional responsibilities:


Manage a high-performing team providing exceptional quality assurance service to WNS clients Drive and improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management Deliver sampling and stratification strategy based on Compliance checks, financial processes (volume & Value mix) Errors, Customer priorities & Agent performance Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting Effective 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 Framework Digitalization and mistake proofing in Quality Assurance Delivery - embed Digital tools to strengthen audit mechanism & control framework Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience Ensure continued alignment of account to ISO standards through checks & audits Foster a spirit of continuous learning & collaboration across the team - career development, coaching & mentoring People management according to WNS 5PP Professional stakeholder engagement Attend and complete relevant/scheduled training Strategy + Input into departmental strategy
+ Ensure the WNS and QA strategic objectives are adequately and consistently cascaded to the team
+ Add value by making use of technology to improve service and reduce costs
+ Contribute in improving customer satisfaction scores (FCR, and NPS)
Create right structures e.g. succession Compliance check list

Qualifications

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Qualifications


Matric/Grade 12 Certificate Green 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) Tertiary qualification in Contact Centre Management or similar Continuous Improvement e.g. Green Belt certification MS Office Six Sigma practices Contact Centre Leadership experience Working knowledge of Excel Power BI People management experience Stakeholder management experience Report writing and report presentation capability Knowledge of contact centre technology Knowledge of industry best practice
UK Shifts

Job Location

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