Quality Analyst at WNS Global Services SA

Job Description

• Quality Assurance within Insurance
• Evaluates quality of service, regulatory compliance and adherence to established procedures.
• Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer#s journey.
• Contributes to benchmark audits and targeted reviews.
• Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
• Partners with leadership to identify targeted audit needs for individual sites or teams.
• Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
• Consults with business to identify top opportunities and recommends actions to improve work product and business results.
• Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
• Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
• Organizes and obtains pertinent data, communicates expectations to peers
• Analyzes audit data and assembles audit summary reports for leadership distribution. Participates in audit
• Completes secondary reviews of peer audits to ensure internal consistency of work.
• Performs other duties as assigned.

Qualifications

• Matric
• Strong verbal communication and listening skills as well as demonstrated written communication skills.
• Demonstrated analytical skills.
• Ability to influence internal and/or external constituents.
• Demonstrated ability to maintain confidential information
• Maintains a high degree of professionalism.
• Demonstrates a high commitment to quality.
• Excellent collaboration and team building skills.
• Develops and delivers effective presentations.
• Ability to build strong customer relationships and influence decision making at various levels of leadership.
• Experience working on US insurance preferred