Lead Associate - Transactional Quality at WNS Global Services SA

Job Description

Assess/Monitor calls against the required targets set out- Analytical skills to identify opportunities within reports

Track and manage improvements based on coaching’s provided to Solvers

• Create weekly action plans to improve the bottom/Mid Quartile for all Level 1 KPI’s (IE, NPS/Conduct/AHT)
• To ensure professional, polite, friendly, and efficient service is always offered by yourself and Solvers
• To conduct Quality assessments on advisors through SBS (Side by Sides)
  • To conduct compliance checks to meet SLA’s- To administer calibration sessions with all relevant stakeholders (At Solver & Team Leader Level)
  • To conduct audits upon request and provide managers with the necessary feedback.- Meeting the quality & operational standards
  • To conduct meetings with Solvers & team leaders Daily/Weekly/Monthly
  • To ensure that all advisors receive coaching/Feedback on a daily basis- To mentor Solvers on a daily basis
• Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods
  • Maintain library of model documents, templates, or other reusable knowledge assets.
• Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders
• Assure compliance requirements are met and implement solutions to prevent non-compliance
• Attend Meetings with operations team and/ or client to report on Coaching analysis
• Collect data on processes in preparation for analysis to determine areas of improvement
  • Ensure accurate data capturing- Conduct spot checks on quality assessments to ensure alignment between the various stakeholders
• Weekly Call taking to ensure that your knowledge and competence are at the required level.

Qualifications

• Grade 12 (Matric) or equivalent
• Achieving Conduct & NPS Scores for the last 3 months consecutively