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 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.

ROLE PURPOSE: This role is responsible for ensuring that the agents provide quality service in line with the organizational objectives. Highlight loopholes in a process, and identify mistake-proofing opportunities which in turn would lead to an improved process
Responsibilities:
ü  Develop audit checklists and operational definitions for various business processes
ü  Complete audits as per the defined sample size
ü  Send error notifications as per defined distribution list
ü  Perform root cause analysis for internal and external (client comebacks) by partnering with agent and operation’s supervisor
ü  Provide feedback to the agent for each error and share monthly summarized feedback with operation supervisors
ü  Develop corrective and preventive actions by partnering with operations
ü  Perform deep dive audits and report out severity alerts (process gaps)
ü  Follow-up on action plans to validate the implementation
ü  Verify corrective actions are implemented and gather evidence
ü  Monitor customer comebacks and update customer comeback tracker
ü  Participate in the internal/external calibration sessions
ü  Review departmental procedure manuals for completeness and report out any possible gaps
ü  Discuss process updates with operations and training teams to develop clear understanding around the changes
ü  Perform accreditation for new hires as per the defined guidelines
ü  Ensure additional audits are performed for agents identified under bottom quartiles and training need identification exercise is conducted by collaborating with operations and training team
ü  Ensure compliance towards the activities listed under quality standard document
ü  Publish weekly/monthly accuracy reports to the stakeholders
ü  Publish monthly calibration reports
ü  Contribute towards process improvements through brainwaves, kaizen, etc.
Update monthly ISO compliance checklist by working with operations
People:
Responsible for providing an effective and appropriate feedback to the team members. Manage Quality performance evaluations, encourage a productive and team-spirited, customer-centric environment.

·         Subject matter expert in Lloyds & London Market (Re) insurance

·         Good understanding of Slip/MRC

·         Graduate / Post Graduate

·         Overall work experience of minimum 4-5 yrs.; minimum 2-2.5 yrs. experience in Quality

·         Excellent Communication skills - written & verbal

·         Working knowledge of Excel & PowerPoint

·         Should have analytical bent of mind

·         Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mind-set

·         Back office, Non-Voice with excellent comprehension and business writing skills

·         WNS policy on background checks to be followed

·         Has experience with MS Office tools

·         Proven ability to prioritise and organize effectively

·         Proven experience of building and maintaining good working relationships

Flexibility and adaptability to work patterns & schedules, particularly during peak underwriting periods

All your information will be kept confidential according to EEO guidelines.