Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations.
We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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The Individual is responsible to drive high levels of Customer & Applicant satisfaction by monitoring transactions across our service lines and gathering and analyzing the Voice of Customer in order to drive improvements Manage and lead a team of Transactional Quality resources and Managers, and drive accuracy and SLA compliance for INS processes
Plan, direct or coordinate quality assurance program across all sites Develop, Implement and review statistical analysis that identifies defects, exceptions to quality processes, test methods, service and trends
Ensure compliance of all quality control documentation, document change activities and record retention requirements
Work as a point of contact to drive conversations with Stakeholders and Account leaders, to ensure appropriate staffing, training, utilization and effectiveness of TQ function for aligned accounts
Lead client conversations on accuracy and SLA compliance, ensure effective coaching and feedback, audit sampling, and other TQ methodologies are adequately designed and implemented
Mentor the team in remediation of high impact errors, root cause analysis. Work closely with Operations, Compliance, Training, Products and Technology teams to prioritize and drive ideas for process improvements
Identify opportunities to rationalize QA effort, and automation of QA activities. Liaise with Technology, Transitions, Capability and other internal functions to provide end-to-end solutions
Take responsibility for project activities including work estimation, planning, stakeholder management and project quality Drive inputs from VOC for SLA / Accuracy / Quality Improvements
Contribute and present in client/customer reviews/meetings
Creating various approaches, negotiating and fostering relationships with internal partners Create business cases, make recommendations regarding benefits, financials, risks, contractual requirements and the long-term sustainability of initiatives
Complex change management through collaborating and influencing
Qualifications
Graduate, preferred prior experience of Insurance domain and TQ.
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