Job Description

Company DescriptionWNS (Holdings) Limited (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. 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.

• Ensuring the attributes of Quality Management System like Sampling methodology, metric and tool design, calibrations, feedback compliance, client satisfaction and complaint management are designed properly and implemented

• Ability to do Deep dive, RCA and create control plans along with process improvement

• Should be able to interact with senior management confidently on quality performance

• To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre

• Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits

• Responsible for creating the performance scorecard of the team and driving improvement

• Analyze current situation (As-Is), Identify Improvement opportunities and recommend measures (To-Be) to re-engineer processes

• Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management

QualificationsGrade 12Additional InformationUK Hours

WNS Global Services