The main purpose of this position is to lead a team of quality assessors in order to provide reports, feedback, analysis, insights and trends to stakeholders according to agreed standards. 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.

QUALIFICATIONS

• Grade 12/Matric
• Minimum 24 months’ contact centre experience in quality assurance management
• Lean Six Sigma certification will be beneficial (yellow/green belt)
• Insurance industry experience will be beneficial

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

• Drive and conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets
  Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Client priorities and Agent performance

Ensure compliance to the quality framework and relevant legislation

• Responsible for driving team performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Facilitate Continuous Improvement initiatives within the team

Accountable for the customer complaint resolution process

• Ensure process documentation and sign off as per ISO standards and WNS Quality Framework

Responsible for delivery of reports that are timely, accurate and with business insights
Foster a spirit of continuous learning and collaboration across the team – career development, coaching and mentoring
People management
Manage Quality Boot camp of new employees
Professional stakeholder engagement
Manage disputes between assessors and agents/team leaders
Ensure that compliance trackers are created, updated and filed at all times
Create and amend scorecards according to operational needs
Attend and complete relevant/scheduled training e.g. Product, BPET etc. (self and assessors)