Job Description

Junior Quality Manager - Cape TownWNS 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 groupxe2x80x99s 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.The 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 teamxe2x80x99s 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 xe2x80x93 Monday to Sunday (rotational shifts)Candidates are required to have fibre or live in a fibre enabled area.Key ResponsibilitiesDrive 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 legislationResponsible for driving team performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reportingFacilitate Continuous Improvement initiatives within the teamAccountable for the customer complaint resolution processEnsure 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 xe2x80x93 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)QualificationsGrade 12/MatricMinimum 24 monthsxe2x80x99 contact centre experience in quality assurance managementLean Six Sigma certification will be beneficial (yellow/green belt)Insurance industry experience will be beneficialAdditional InformationAfternoon and night shifts xe2x80x93 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)Clear communicatorConfident in the teamRespectful of othersFairAn example of integrityInfluentialWilling to delegateAttention to detailAbility to interpret data into meaningful reports (RCA, Analysis, Insights, Trends)Passionate about growing and developing own teamMS Office at an advanced level

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