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 operations on opportunities to improve the overall customer journey.
Key Responsibility Areas
· Works with the operations management 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 for client.
· 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 Assessors.
· 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.
· Assists in analyzing client metrics on a consistent basis in order to maximize and make recommendations for efficiency.
Qualifications
· TQM Qualification via a registered training provider will be beneficial
· Certified Six Sigma Belt is preferred.
· Experience in LEAN or Six Sigma methodologies
· 3+ years’ experience in a Quality / Customer Experience role within BPO industry with 2+ years’ in a leadership role within a Quality / Customer Experience function.
Additional Information
This role is based in Claremont with rotational shift 24/7, Monday to Sunday.
