Job Description

The 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 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


Professional stakeholder engagement


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


Strategy


o Input into departmental strategy


o Ensure the WNS and QA strategic objectives are adequately and consistently cascaded to the team


o Add value by making use of technology to improve service and reduce costs


o Contribute in improving customer satisfaction scores (FCR, and NPS)


o Create right structures e.g. succession

Qualifications

------------------

Grade 12/Matric Minimum 24 months' contact centre operational experience in leadership and/or quality management Black 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 beneficial

Additional Information

--------------------------

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