Assistant Manager: Quality - South Africa
WNS
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 41,000 Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US. 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 The T&Q Assistant Manager manages the Training and Quality framework that has been established in accordance to WNS standards and client consent, along with managing the Training & Quality resources. He / She will ensure compliance to training guidelines from the time a new hire is onboarded till the time he gets settled on job including new hire training and ongoing refresher and developmental training programs. He / She will also look after transactional quality & compliance checks for the account along with driving process improvements and operational excellence. RESPONSIBILITIES · Conduct Daily Quality Assurance Audits · Conduct Product and Process trainings for New Hires · Conduct refresher programs for the process based on the identified training needs. · 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 training & quality performance · Establishing QA productivity metrics and drive performance quality through ongoing performance management and ad-hoc audits · Design and deliver training programs specializing in current process and new process(s) as per the business requirement · Responsible for the delivery of Dash Boards, Periodic Reports and Business Reviews for the client and senior management Qualifications Should have minimum 3-4-year experience in T&Q role in BPO · Extremely self-motivated with a diligent work ethic · In depth understanding of training metrics and impact to business metric · High level of integrity and strong commitment to building a successful company · Business acumen with a problem-solving attitude · Proficiency in MS office and MS Excel · Ability to work independently as well as part of a team in a fast-paced environment · Positive attitude and demonstrated ability to deal with rejection · Passion for customer service & great listening skills. · Flexible with working hours · Multi-tasking abilities · Patience when handling tough cases · Flexible with a can-do attitude · Excellent time management Additional Information
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