Company Description

WNS (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.

Job Description

Main purpose:

The main purpose of this role is to deliver against KPI targets and plans, through effective management of people and process. Create a positive learning environment that empowers and develops team by being a role model who participates in achieving the wider contact center goals, with an objective towards generation and retention of business.

Key Responsibilities:

Review and sign off monthly quality score and compliance scoreAttend Meetings with operations team and/ or client to report on QA analysisManage and handle internal and external escalationsCreate, maintain or update business intelligence tools, databases, dashboards, systems, or methodsManage timely flow of business intelligence information to usersMaintain library of model documents, templates, or other reusable knowledge assetsSynthesize current business intelligence or trend data to support recommendations for actionGenerate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholdersAssure compliance requirements are met and implement solutions to prevent non-complianceAssure compliance requirements are met and implement solutions to prevent non-complianceMonitor and develop campaign performance and ensure that strategies are in line with both business and client expectationsAccomplish quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling employeesDevelop quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventoriesValidate quality processes by establishing quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.Prepare quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations

QualificationsRelevant tertiary qualificationMinimum of 3 years’ experience in a quality management role within the contact center industry

Additional Information

Knowledge, skills and attributes required:

Strong interpersonal skills, written and oral communications skillsAbility to take initiativeAbility to communicate effectively with people at all levels both internally and externallyAbility to work to tight deadlines and respond to changing priorities quickly and positivelyAbility to plan and carry out responsibilities with minimal directionAbility to work independently and well in a team