Manage a high-performing team providing exceptional quality assurance service to WNS clients
Drive and improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
Effective deployment of RCA framework including communication, reporting, follow through & training (RCA, Analytics, Insights, Trends)
Responsible for robust documentation of quality standards as agreed with the client in alignment to WNS Quality Framework
Digitalization and mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
Ensure continued alignment of account to ISO standards through checks & audits
Foster a spirit of continuous learning & collaboration across the team – career development, coaching & mentoring
Professional stakeholder engagement
Attend and complete relevant/scheduled training e.g. Product, BPET etc. (self and assessors)
o Input into departmental strategy
o Ensure the WNS and QA strategic objectives are adequately and consistently cascaded to the team
o Add value by making use of technology to improve service and reduce costs
o Contribute in improving customer satisfaction scores (FCR, and NPS)
o Create right structures e.g. succession