Job Description

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 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 targets
Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Client priorities and Agent performance


Ensure 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 team
Accountable for the customer complaint resolution process


Ensure process documentation and sign off as per ISO standards and WNS Quality Framework
Responsible for delivery of reports that are timely, accurate and with business insights


Foster a spirit of continuous learning and collaboration across the team - career development, coaching and mentoring


People management


Manage Quality Boot camp of new employees


Professional stakeholder engagement


Manage disputes between assessors and agents/team leaders


Ensure that compliance trackers are created, updated and filed at all times


Create and amend scorecards according to operational needs


Attend and complete relevant/scheduled training e.g. Product, BPET etc. (self and assessors)

Qualifications

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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 beneficial

Additional Information

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Afternoon 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