WNS Global Services
Insurance
DeputyManagerTransactionalQuality
“Deputy Manager - Transactional Quality at WNS Global Services. Skills: Quality assurance, Process management, Cross-functional coordination, Vendor/stakeholder management, Operational metrics, Resource planning, Continuous improvement. Manage a team of 10-12 quality assurance associates and assistant managers. Develop and implement effective quality assurance framework”
What You'll Achieve.
Ensure audit targets are completed for all processes as per the defined sample size; Ensure error notifications are sent to the stakeholders in a timely manner; Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner; Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors; Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations; Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis; Ensure internal/external calibration sessions are conducted as per the defined frequency; Ensure various trending and calibration reports are sent to the stakeholders in a timely manner; Prepare teams for various internal and external audits such ISO and Risk audits; Ensure ISO compliance checklist is updated and QA compliance report published on a monthly basis; Develop effective control framework to manage performance of the quality assurance associates and the process
Industry & Context.
Analytical skills; Root cause analysis; Identify gaps in the process and recommend improvement opportunities
What They're Looking For.
Must Have
Analytical skills, Coaching and Feedback, Effective Communication skills, Conflict management, Time management, Interpersonal skills, Microsoft-Office, Quality Tools
What You'll Do.
Manage a team of 10-12 quality assurance associates and assistant managers
Develop and implement effective quality assurance framework
Define sampling strategy and develop quality standard document for each process
Ensure audit targets are completed for all processes as per the defined sample size
Ensure error notifications are sent to the stakeholders in a timely manner
Ensure root cause analysis is performed for all internal and external (client comebacks) errors in an effectively and timely manner
Ensure coaching and feedback is provided to all agents
Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors
Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations
Ensure bottom quartile(BQ)management and training need identification (TNI)activities are conducted on a monthly basis
Ensure internal/external calibration sessions are conducted as per the defined frequency
Ensure various trending and calibration reports are sent to the stakeholders in a timely manner
Ensure team contribute towards process improvements through brainwaves
Prepare teams for various internal and external audits such ISO and Risk audits
Ensure ISO compliance checklist is updated and QA compliance report published on a monthly basis
Identify gaps in the process and recommend improvement opportunities
Develop effective control framework to manage performance of the quality assurance associates and the process
Complete monthly one-on-one sessions with the quality associates
How You'll Work.
Team & Collaboration
Ensure error notifications are sent to the stakeholders in a timely manner; Ensure coaching and feedback is provided to all agents; Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations; Ensure internal/external calibration sessions are conducted as per the defined frequency; Ensure various trending and calibration reports are sent to the stakeholders in a timely manner; Prepare teams for various internal and external audits such ISO and Risk audits; Complete monthly one-on-one sessions with the quality associates
Communication Scope
Effective Communication skills; Conflict management
Process & Methodology
Manage a team of 10-12 quality assurance associates and assistant managers, Develop and implement effective quality assurance framework, Ensure audit targets are completed for all processes as per the defined sample size, Ensure corrective and preventive action plans are developed for all internal and external (client comeback)errors, Ensure team performs follow-ups on the implementation of the action plans and perform reverification on the corrective actions implemented by operations, Prepare teams for various internal and external audits such ISO and Risk audits, Develop effective control framework to manage performance of the quality assurance associates and the process
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