Latest Vacancies at WNS Global Services

Job Description

• 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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Job Description

• To lead a Quality Team to execute the departmental strategic goals through reports, feedback, insights and trends to stakeholders according to agreed standards.
• Manage '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, accuracy and targets.
• Contribute towards Continuous Improvement initiatives to improve processes and systems at WNS and for our clients as well as personal and team skills - making sure that we have a Continuous Improvement map and plan for our client by adding meaningful value through insights, analytics and staying on the forefront of new technologies and processes.
• Manage relationships with stakeholders according to company practice and your team according to WNS 5 People Promises. 

Qualifications

Qualifications Required

• Essential Matric/Grade 12 Certificate Preferred
• Tertiary qualification in Contact Centre Management or similar Continuous Improvement E.g. Lean Six Sigma certification Yellow, Green Belt (Preferred)
• MS Office

Experience Required

• Essential Minimum 3 years transactional quality / contact centre operational management experience
• Computer literacy (MS Office) at an intermediate level - particularly MS ExcelPreferred Contact Centre Leadership experience
• People management experience
• Stakeholder management experience
• Report writing and report presentation capability
• Knowledge of contact centre technology 
• Knowledge of industry best practice