Job Description
This role exists to be the head of our quality function, responsible for the delivery of this function for our client. The role is required to ensure that we deliver the best possible customer experience to any of our client’s customers who interact with a WNS employee and provide insights back to the client and operations on opportunities to improve the overall customer journey.
Key Responsibility Areas
· Works with the senior leadership team to drive account performance through the delivery of defined and agreed QA framework per campaign.
· Responsible for overall customer experience delivery, support and execution.
· Delivers the required number of QA assessments per campaign / agent per month as agreed in the contract or the QA framework.
· Support and develop a team of Quality Leaders.
· Maintain a working knowledge of the entire call center operation as well as project operation in order to ensure that we deliver actionable insights that can add value either internally or externally.
· Provides leadership for quality team, and ensures adherence to company and department policies and procedures.
· Assists in analyzing client metrics and staffing on a consistent basis in order to maximize and make recommendations for efficiency for all operations.
Consistent review of Quality and CEX processes, auditing individual groups to ensure that all core processes and tools are being utilized to achieve optimum results for our clients and their customers.
Qualifications
· Tertiary education in a relevant field that is fit for purpose for this role.
· TQM Qualification via a registered training provider will be beneficial
· Certified Six Sigma Black Belt is preferred.
· 5+ years’ experience in a Quality / Customer Experience role within BPO industry with 2+ years’ in a leadership role within a Quality / Customer Experience function.
· Experience in running and completing projects to completion in a complex environment.
· Stakeholder Management at a senior and executive level including relationship management.
· One years’ experience in Six Sigma project delivery preferred.
Additional Information
This role is based in Claremont with rotational shift 24/7, Monday to Sunday.
