Junior Quality Manager - South Africa

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

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.

Note:
Afternoon and night shifts – Monday to Sunday (rotational shifts). Candidates are required to have fibre or live in a fibre enabled area.

Key Responsibilities

1. Drive and conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets.
2. Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix) Errors, Client priorities and Agent performance.
3. Ensure compliance to the quality framework and relevant legislation.
4. Responsible for driving team performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting.
5. Facilitate Continuous Improvement initiatives within the team.
6. Accountable for the customer complaint resolution process.
7. Ensure process documentation and sign off as per ISO standards and WNS Quality Framework.
8. Responsible for delivery of reports that are timely, accurate and with business insights.
9. Foster a spirit of continuous learning and collaboration across the team – career development, coaching and mentoring.
10. People management.
11. Manage Quality Boot camp of new employees.
12. Professional stakeholder engagement.
13. Manage disputes between assessors and agents/team leaders.
14. Ensure that compliance trackers are created, updated and filed at all times.
15. Create and amend scorecards according to operational needs.
16. Attend and complete relevant/scheduled training e.g. Product, BPET etc. (self and assessors).

Qualifications

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

Knowledge, Skills and Attributes:

1. Analytical mind set.
2. Proficient communication skills in verbal & written English.
3. Self-motivated.
4. Team player.
5. Proactive.
6. Effective emotional intelligence (EQ).
7. Clear communicator.
8. Confident in the team.
9. Respectful of others.
10. Fair.
11. An example of integrity.
12. Influential.
13. Willing to delegate.
14. Attention to detail.
15. Ability to interpret data into meaningful reports (RCA, Analysis, Insights, Trends).
16. Passionate about growing and developing own team.
17. MS Office at an advanced level.