·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
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)