Lead Associate - Transactional Quality - Table View
WNS
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. Assess/Monitor calls against the required targets set out- Analytical skills to identify opportunities within reports Track and manage improvements based on coaching's provided to Solvers Create weekly action plans to improve the bottom/Mid Quartile for all Level 1 KPI's (IE, NPS/Conduct/AHT) To ensure professional, polite, friendly, and efficient service is always offered by yourself and Solvers To conduct Quality assessments on advisors through SBS (Side by Sides) To conduct compliance checks to meet SLA's- To administer calibration sessions with all relevant stakeholders (At Solver & Team Leader Level) To conduct audits upon request and provide managers with the necessary feedback.- Meeting the quality & operational standards .- To conduct meetings with Solvers & team leaders Daily/Weekly/Monthly To ensure that all advisors receive coaching/Feedback on a daily basis- To mentor Solvers on a daily basis Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods .- Maintain library of model documents, templates, or other reusable knowledge assets. Generate standard or custom reports summarizing business, financial, or economic data for review by managers, clients, and other stakeholders Assure compliance requirements are met and implement solutions to prevent non-compliance Attend Meetings with operations team and/ or client to report on Coaching analysis Collect data on processes in preparation for analysis to determine areas of improvement Ensure accurate data capturing- Conduct spot checks on quality assessments to ensure alignment between the various stakeholders Weekly Call taking to ensure that your knowledge and competence are at the required level. Qualifications Grade 12 (Matric) or equivalent Achieving Conduct & NPS Scores for the last 3 months consecutively Additional Information
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