Lead Associate - Quality

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.

- To ensure professional, polite, friendly, and efficient service is always offered - To conduct Quality assessments on advisors- To conduct Quality audits on advisors- To conduct compliance checks to meet SLA’s- To administer calibration sessions with all relevant stakeholders- To conduct audits upon request and provide managers with the necessary feedback.- Meeting the quality operational standards.- To conduct meetings with team leaders and advisor’s monthly - To ensure that all advisors and team leaders receive the required number of evaluations each month. - To mentor advisors when necessary - Calculate a monthly quality score and compliance score- Manage and handle internal and external escalations - Create, maintain or update business intelligence tools, databases, dashboards, systems, or methods.- Manage timely flow of business intelligence information to users.- Maintain library of model documents, templates, or other reusable knowledge assets.- Synthesize current business intelligence or trend data to support recommendations for action.- 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 QA analysis- Collect data on processes in preparation for analysis to determine areas of improvement- Conduct analysis based on consolidated data to enhance process improvements- Ensure accurate data capturing- Conduct spot checks on quality assessments to ensure alignment between the various stakeholders

Grade12