20 Oct
WNS Global Services
London
Job description
Job Description
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.
Qualifications
- 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
Additional Information
- 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.
▶️ Quality Associate – London Market Insurance
🖊️ WNS Global Services
📍 London